Service Desk Analyst

Service Desk Analyst

Permanent - on site - Sheffield - one day per week working from home

Working two shifts Monday - Friday (08.00 - 16.30) and (14.30 - 23.00) including Bank holidays.

Extended support on evening shift on rota 17.30 - 02.00 may be required as requested.

Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. The IT Service Desk Analyst is first point of customer contact, focusing on continuous operation of a customer estate.

You will be supported with personal development opportunities including training and exposure to new technologies.

Handling and logging calls from end users in ServiceNow

Ensuring end user Incidents and requests are handled per pre-defined SLA's for response time, updates and closure

Delivering a great customer experience

What will you be doing:

• Logging, updating and resolving Incidents and Requests
• Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLA's
• Diagnose and resolve IT issues, collaborating and elevating to 2nd line or other resolver teams
• Creating knowledge articles and IT documentation
• Ability to use initiative or work as part of a team to resolve IT issues

What experience will you have:

• Prior experience in a Service Desk Environment
• Experience diagnosing and resolving hardware and software issues
• Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, Exchange
• Excellent communication skills (Communication to customers verbal and written is mandatory)
• Good problem-solving skills
• Organise workload effectively.
• Decision-making skills
• A Professional working attitude

Our Company, Auxilion - About Us

Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.

Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.