Service Desk Analyst

• Location: Nottingham Central
• Job Type: Full-time 5 days on site
• Salary: £24,285

A prestigious client based in Nottingham is seeking a dedicated IT Service Desk Analyst to join our IT Customer Service Team. This role is crucial in improving technology and service delivery across all sites, serving over 31,500 users. As the primary contact for users, you will play a key role in managing incident processes and ensuring the service desk delivers high-quality services.

Day-to-Day Responsibilities:

• Provide exceptional customer service across various communication methods, ensuring effective and timely resolution of incidents and queries.
• Log calls, requests, and incidents accurately, managing tickets effectively and escalating incidents as needed.
• Offer support and advice across a range of technologies.
• Manage service requests, incidents, and problems to ensure excellent customer service and satisfaction.
• Triage service desk calls according to importance and service level agreements (SLAs), aiming for first-contact resolution.
• Contribute to the creation of documentation and procedures to promote smarter working and provide training to team members.
• Perform routine computer maintenance, hardware audits, and manage supplier returns.
• Install and specify computer hardware, software, peripherals, and related IT equipment.
• Support administrative duties and represent the Customer Service Team Leader when required.

Required Skills & Qualifications:

• Proven background in a customer service environment.
• Familiarity with using and coordinating structured Service Desk call logging systems.
• Demonstrable knowledge of computer systems, software, and network environments.
• Excellent interpersonal skills with the ability to work effectively both independently and as part of a team.
• Relevant technical qualifications, such as ITIL Foundation, are desirable.

Benefits:

• Competitive salary and job stability.
• Opportunities for professional development and training.
• Supportive team environment focused on innovation and efficiency.

How to Apply:

Please submit your CV and a cover letter detailing your relevant experience and why you are interested in this position as an IT Service Desk Analyst.