Back to search
We are looking for a Service Desk Analyst (24/7 shift pattern on rotation) to join our client, an international consultancy which provides IT consulting and business process outsourcing services for industries including banking, health care, manufacturing, media, and entertainment!
What You Can Expect
- Location - Manchester (office based)
- Industry - IT Services
- Salary - £30,000 - £35,000 base salary
- Work type - Permanent
Main Responsibilities as a Service Desk Analyst (24/7 shift pattern on rotation)
- Responsible for providing first line support to customers across the firm and in some cases, this may include supporting the firm’s clients, directly or indirectly.
- Ensure all queries are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system. The role is expected to work as part of a team, flexibly, in a rotating 24x7 shift pattern.
- Act as a single point of contact for all incoming calls, emails, live chat and self-service portal from customers regarding IT issues and queries.
- 1st line support - troubleshooting IT relating problems for the firm’s core systems ensuring issues are logged with the required information.
- Ensure all calls and emails are logged and managed within the firm’s service management system in accordance with the agreed SLAs and OLAs.
- Keep customers updated on outstanding tickets.
- Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner.
Core Experience, Qualifications, and Skills
- Experience in a similar First Line Support / IT Service Desk capacity.
- Well versed with Microsoft environments supporting O365, Outlook, MS Teams, Azure AD etc.
- Experience with supporting document management systems such as iManage (Desirable)
- Experience with supporting remote working (Azure Virtual desktop & Global Protect)
- Experience with using ServiceNow or similar ticketing software.
- Excellent communication skills.
- Ability to maintain composure in a pressurised, fast-paced environment.
- Ability to understand business needs and prioritise issues accordingly.
What’s In It For You?
- Comprehensive benefits package, including health, dental, and vision insurance.
- Car Allowance & Discretionary Bonus
- Opportunities for professional development and career growth.
- A collaborative and inclusive work environment.
- Flexible working arrangements.
For further information on this Service Desk Analyst (24/7 shift pattern on rotation) role apply below
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
By applying you are confirming you are happy to be added to the Addition mailing list regarding future suitable positions and marketing efforts. You can opt out of this at any time simply by contacting one of our consultants.
