Software support analyst Work, Jobs in Padworth, Brk (with Salaries)

Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off
Codestone —Basingstoke
- Weekend availability
- Hybrid work
- Windows
- Microsoft Office
- Continuous improvement
Business Analyst
Kensington Mortgages —Marlow
- Monday to Friday
- Hybrid work
- Analysis skills
- Continuous improvement
- No degree
23h
Associate Monitoring Analyst
QinetiQ —Farnborough
- £44,550 - £49,500 a year
- Full-time
- IT
- Employee discount
Finance Analyst - IT
Techtronic Industries GmbH (TTI) —Maidenhead
- Full-time
- Analysis skills
UKI Finance Analyst
Lenovo —Farnborough
- Full-time
- Bachelor's degree
- Communication skills
- Free parking
- Life insurance
Senior Cloud Billing Analyst
Softcat —Marlow
- Hybrid work
- Analysis skills
- Leadership
- Communication skills
- Flexible schedule
Implementation Consultant
Zift Solutions —Oxford
- Full-time
- Analysis skills
- Bachelor's degree
- No degree
Quick apply
Business Systems Analyst
Step One Finance —Woking
- Full-time
- Analysis skills
- APIs
- Financial services
Quick apply
7d
Big Data - Software Developer
Computewell —Slough
- Azure
- Oracle
- Computer Science
Graduate Customer Support Analyst
IDBS —Woking
- Full-time
- Continuous improvement
- AI
Staff Systems Marketing Engineer - Comms Segment
Analog Devices —Newbury
- Full-time
- Travel
- Communication skills
- Marketing
10d
Commercial Process Analyst
Karo Healthcare —Maidenhead
- Full-time
- Hybrid work
- Analysis skills
- Continuous improvement
- Analytics
- Flexible schedule
Quick apply
Business Analyst (Process Lead)
BAE Systems —Frimley
- Hybrid work
- Agile
- Leadership
- Communication skills
- Employee discount
- Referral programme
IoT - Software Developer
Computewell —Slough
- Computer Science
- Java
- Bachelor's degree
SharePoint Administrator
Assystem —Culham
- Computer Science
- Databases
- SharePoint
Principal Java Engineer - Backend Platform
Hawk-Eye Innovations (HEI) —Basingstoke
- £76,340 - £100,340 a year
- Full-time
- Hybrid work
- Mentoring
- Communication skills
- Annual leave
- Employee discount
Manager, Support Operations
Infor —Farnborough
- Analysis skills
- Bachelor's degree
- Continuous improvement
IT Operations Supervisor - (FTC)
Oxford Instruments plc —High Wycombe
- Communication skills
Sr. Principal Analyst, Microsoft Contract Negotiations & Licensing
Gartner —Egham
- Full-time
- Remote
- Data analysis skills
- Analysis skills
- Bachelor's degree
AI Security Researcher
Roke Manor Research Limited —Woking
- Research
- Machine learning
- AI

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Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off

Codestone -
Basingstoke

Apply Now

Job details

Qualifications

Technical troubleshooting
Customer service call handling
Inbound customer enquiry call handling
Incident queue management
IT service management
Ticket management
Incident documentation
Microsoft Office Suite
Windows
Microsoft Office
Continuous improvement
Ticket management systems
Technical support incident logging
Organisational skills
Customer support
Customer interaction
IT incident logging
Incident log maintenance
Communication skills
Help desk

Full job description

About the Role

The Service Desk Analyst is responsible for providing first-line technical support to managed service customers. This role operates primarily within the service desk environment, handling incoming queries via phone, email, and instant messaging platforms.

Location: Basingstoke

Work Pattern: This Basingstoke-based role operates on a 4 days on / 4 days off shift pattern, with working hours from 7:00 AM to 7:00 PM on weekdays. Weekend shifts are worked remotely, offering a blend of onsite and hybrid working. Very occasional travel to London to cover on-site shift when required.

About Your Experience

Your main responsibilities will include (but not be limited to):

Provide a channel for users to request and receive standard services, via email, phone, and self-service.
Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA’s.
Take ownership of users' incidents and requests and be proactive when dealing with these.
Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.
Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.

Incidents/Request for Service Duties:

Recording and monitoring all faulty calls & requests for service on the Customer’s ITSM Tool.
Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues.
Escalation to customer internal teams, of faults that they are responsible for resolving.
Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets.
Communication with the customer resolver teams, to escalate and help with triage tickets.

Systems Support:

ITSM tools
Remote connection tools
MS Office
Windows OS

System Administration:

Record all faults and related occurrences on the ITSM system
Produce and update documentation of fixes for known issues
Upkeep of IT procedures (under direction of Line Manager)

What you’ll bring:

Experience working in a Service Desk environment, preferably with a Managed Service Provider.
Hands-on experience with service desk and remote-control software.
Ability to give instructions to a non-technical audience.
Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android.
Proactive, positive, self-starter and team player with a skill of continually improving processes.
Ability to work in a team-based, collaborative environment.
Track record of working in a customer-facing environment.
Ability to digest complex data and relay it to users in a manageable, clear and concise way.
Experience in Customer Service is essential.
Experience of operating in high pressure and fast-moving environments.
Excellent organisational skills.
Service Level and Customer experience level Management experience.
Good computer skills and the ability to use business support software and ITSM tools.
Strong teamwork skills and attention to detail.
ITIL v4 Foundation (Advantageous only)
Experience with Hornbill (Advantageous only)

Key Measures and Targets:

Timely response and resolution of Customer queries.
Achieving target Response and Resolution SLA’s.
Positive feedback on any Customer Satisfaction Survey.

Key Behaviours

Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.

Communication Skills: Proficient in communicating clearly and effectively.

Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.

Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.

Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment.

Attention to Detail: Accurately records and monitors incidents and requests

Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues

Apply Now

Refine Your Search

software support analyst jobs in padworth, brk

Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off

Business Analyst

Associate Monitoring Analyst

Finance Analyst - IT

UKI Finance Analyst

Senior Cloud Billing Analyst

Implementation Consultant

Business Systems Analyst

Big Data - Software Developer

Graduate Customer Support Analyst

Staff Systems Marketing Engineer - Comms Segment

Commercial Process Analyst

Business Analyst (Process Lead)

IoT - Software Developer

SharePoint Administrator

Principal Java Engineer - Backend Platform

Manager, Support Operations

IT Operations Supervisor - (FTC)

Sr. Principal Analyst, Microsoft Contract Negotiations & Licensing

AI Security Researcher

I want to receive the latest job alerts for software support analyst in padworth, brk

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