Service Desk AnalystThis role provides 1st line technical support to our customers, troubleshooting problems remotely (by telephone, email or remote access) or scheduling Field Engineers to provide on-site break-fix support.The KFP helpdesk is open 24 hours a day, 7 days per week (excluding Christmas Day). This position works 12-hour shifts (8am-8pm or 8pm-8am) in a 4 on 4 off pattern. As this role includes working 8 of the bank holidays, the holiday entitlement is increased to 33 days over the standard 25 to compensate.Your key tasks and responsibilities will include:* Ensuring tickets are resolved in accordance with service level agreements (SLAs)* Scheduling Field Engineers for site visits when problems cannot be resolved remotely* Always providing excellent customer service, striving to exceed client and business expectations* Liaising with other internal departments and external partners to resolve tickets when requiredAbout you for the Helpdesk AnalystYou will have experience troubleshooting IT problems and supporting IT hardware - including printers, laptops, desktops, and mobile devices - gained either through a previous role or through study (for example, a college or university course), as well as excellent customer service skills. This role is fast paced so you should feel comfortable prioritising and working with multiple conflicting deadlines.To be successful in this role, you will be a keen problem solver and have an eye for detail. You will frequently be required to communicate with internal and external stakeholders at all levels, so you should also have excellent written and verbal communication skills.
Back to searchService desk Analyst - SHIFT
Purple Placements
Posted 18 hours ago, valid for 10 days
Abingdon, Oxfordshire OX14 1TU, England
£24,000 - £28,800 per annum
Full Time
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Sonic Summary
- The Service Desk Analyst role involves providing 1st line technical support to customers through remote troubleshooting and coordinating on-site support when necessary.
- Candidates should have experience in troubleshooting IT problems and supporting hardware such as printers, laptops, and desktops, gained through previous roles or education.
- This position requires working 12-hour shifts in a 4 on 4 off pattern, with an increased holiday entitlement of 33 days due to working on bank holidays.
- Excellent customer service skills and the ability to prioritize tasks in a fast-paced environment are essential for this role.
- The salary for this position is competitive, and candidates should possess a minimum of 1 year of relevant experience.
