Leicester, Leicestershire, East Midlands, United Kingdom
Hybrid / WFH Options
ProActive Search Ltd
ServiceDeskAnalyst(1stLine)
ABOUTTHEROLE
ThisisyourchancetojoinatrulyiconicMidlandsretailgroup.Duetoongoingcompanyexpansion,wenowhaveanopportunityforaServiceDeskAnalyst(1stLine)tojoinmyclientsteam.
ReportingtotheServiceDeskSupervisor,theFirstLineServiceDeskAnalystservesastheprimarypointofcontactforcolleaguesacrossthegroup,providingITsupportthroughvariouschannelsbyloggingandresolvingincidents,problems,andservicerequests,whilstmaintaininganexceptionalstandardofcustomerservice.
RESPONSIBILITIES
ProvideFirst-levelITsupportbyloggingandresolvingqueriesrelatedtoincidents,problems,servicerequests,andotherissuesthatarise,bothremotelyandin-person.Thisincludessupportforhardware,software,mobiledevices,andothertechnicalequipment.
Ensurethatqueriesareloggedwithahighdegreeofdetailtofacilitateefficientticketprogressionbyotherteams.
ManageServiceLevelAgreementsandtargetsasspecifiedbytheServiceDeskManagerand/orServiceDeskSupervisor.
Overseetheonboardingprocessfornewcolleagueswithintheorganisation,ensuringthataccountsareproperlyauthorised,andsystemaccessisgrantedasneeded.
Provideexcellentcustomerservicewithallinteractions.
Participatein,andsupportprojectsasneeded.
ESSENTIALSKILLS
Tobeconsidered,candidateswillsatisfythefollowing:
Youwillhaveatleast12monthsminimumcommercialITSupportexperience.
Strongfocusondeliveringexcellentcustomerservice.
Excellentverbalandwrittencommunicationabilities.
Skilledinself-managingandprioritisingtasksinafast-pacedenvironment
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