EEAccrington
If so, you have transferrable skills to succeed in asales advisor role with EE. We’ll give you training on the rest soyou’re ready to talk confidently about all our products andservices. The role involves talking to customers over thephone about how we can enhance their digital lives and discuss the...
Manchester, 8 mi from Bolton (Greater Manchester)
Ready to make a real difference in customer satisfaction? Step into the spotlight as our next Customer Care Specialist! Embark on a journey where every interaction is an opportunity to dazzle and delight. If you're fueled by passion, thrive...
Manchester, 8 mi from Bolton (Greater Manchester)
Ready to make a real difference in customer satisfaction? Step into the spotlight as our next Customer Care Specialist! Embark on a journey where every interaction is an opportunity to dazzle and delight. If you're fueled by passion, thrive...
Solera, Inc.Leeds, 40 mi from Bolton (Greater Manchester)
The Role Solera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes...
QUAKER HOUGHTONManchester
Reporting into the European Fluidcare organisation and based in Trafford Park, Manchester.The main function is ensuring completeness and accuracy of procurement transactions for all Tier Two Fluids & Commodity Equipment Products, this includes managing and maintaining both the PAR & PIE pro...
Solera, Inc.Leeds, 40 mi from Bolton (Greater Manchester)
The Role
Solera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes...
Gibson HollyhomesManchester, 8 mi from Bolton (Greater Manchester)
Customer Support Specialist
Career progression
Global Business
An opportunity has arisen for a customer driven individual to join the growing team of an international business supporting their global client base as a Customer Service Specialist...
Distinct Consultancy Group LtdBury (Greater Manchester), 9 mi from Bolton (Greater Manchester)
office support to the Account Managers, team and customer base. By working closely with other departments within the company (including Sales, Design, Supply Chain, Logistics, Finance) you ensure that the full range of services is provided...
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IT Service Desk Analyst
Quantuma Advisory Limited | Bolton | findajob.dwp.gov.uk |
Job Advert
The IT Service Desk Analyst (ITSDA) will play a crucial role in providing technical assistance and support to end-users, ensuring
smooth and efficient operation of their computer systems and applications. You will be responsible for diagnosing and resolving
hardware and software issues, servicing IT requests and ensuring IT processes and polices are adhered to and escalating more
complex problems when necessary whilst delivering exceptional customer service to our internal users. You will aim to provide
excellent customer service, solving technical challenges, and contributing to a collaborative IT team.
Key Responsibilities include:
• Technical Support - Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and
troubleshoot hardware, software, and network-related issues. Guide users through step-by-step solutions in a clear and concise
manner.
• Incident Management - Log and track incidents in the service desk ticketing system. Prioritise and escalate incidents based on
urgency and impact. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
• Customer Service - Deliver excellent customer service by actively listening to users and empathising with their concerns. Keep
end-users informed of incident progress, notifying them of impending changes or agreed outages. Provide user training and
support for various applications and technologies.
• Documentation - Create and maintain accurate and detailed documentation of common issues and their resolutions. Contribute to
the knowledge base and ensure it is kept updated to facilitate efficient problem resolution.
• Collaboration: - Collaborate with other IT teams and Service Providers to resolve complex technical issues. Escalate issues
to appropriate teams or specialists when necessary.
• Problem Management- Monitor and report on recurring issues to help identify root causes and prevent future incidents.
Contribute to the development of proactive solutions to common problems.
Qualification & Experience:
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience. ITIL
foundation qualification would be a bonus.
• Previous experience in a service desk or technical support role is essential (2 year's experience or more is desirable).
• Proficient in troubleshooting Windows operating system, with familiarity with M365, Active Directory, and basic networking
concepts.
• Knowledge of remote desktop tools and IT Service Management tools would also be an advantage.
• Strong interpersonal and communication skills.
• Patience and the ability to remain calm under pressure.
• Analytical and problem-solving mindset.
• Willingness to learn and adapt to new technologies.
The IT Service Desk Analyst (ITSDA) will play a crucial role in providing technical assistance and support to end-users, ensuring
smooth and efficient operation of their computer systems and applications. You will be responsible for diagnosing and resolving
hardware and software issues, servicing IT requests and ensuring IT processes and polices are adhered to and escalating more
complex problems when necessary whilst delivering exceptional customer service to our internal users. You will aim to provide
excellent customer service, solving technical challenges, and contributing to a collaborative IT team.
Key Responsibilities include:
• Technical Support - Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and
troubleshoot hardware, software, and network-related issues. Guide users through step-by-step solutions in a clear and concise
manner.
• Incident Management - Log and track incidents in the service desk ticketing system. Prioritise and escalate incidents based on
urgency and impact. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
• Customer Service - Deliver excellent customer service by actively listening to users and empathising with their concerns. Keep
end-users informed of incident progress, notifying them of impending changes or agreed outages. Provide user training and
support for various applications and technologies.
• Documentation - Create and maintain accurate and detailed documentation of common issues and their resolutions. Contribute to
the knowledge base and ensure it is kept updated to facilitate efficient problem resolution.
• Collaboration: - Collaborate with other IT teams and Service Providers to resolve complex technical issues. Escalate issues
to appropriate teams or specialists when necessary.
• Problem Management- Monitor and report on recurring issues to help identify root causes and prevent future incidents.
Contribute to the development of proactive solutions to common problems.
Qualification & Experience:
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience. ITIL
foundation qualification would be a bonus.
• Previous experience in a service desk or technical support role is essential (2 year's experience or more is desirable).
• Proficient in troubleshooting Windows operating system, with familiarity with M365, Active Directory, and basic networking
concepts.
• Knowledge of remote desktop tools and IT Service Management tools would also be an advantage.
• Strong interpersonal and communication skills.
• Patience and the ability to remain calm under pressure.
• Analytical and problem-solving mindset.
• Willingness to learn and adapt to new technologies.
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