Service desk analyst Work, Jobs in Nether Poppleton, Nyk (with Salaries)

Service Desk Analyst
Redcentric plc —Harrogate
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Data entry
9d
Technical Solutions Analyst
Sycous Limited —Leeds
- From £27,463 a year
- Full-time
- Hybrid work
- Data analysis skills
- Analysis skills
- Continuous improvement
- Health & wellbeing programme
- Referral programme
Quick apply
4d
Service Desk Analyst
wavenet —Wakefield
- Full-time
- Analysis skills
- Continuous improvement
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
Service Desk Analyst
Card Factory —Wakefield
- £29,000 - £31,000 a year
- POS
- Communication skills

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Junior IT Technician
Belzona Limited —Harrogate
Support users with Microsoft 365, business systems, and standard software queries. Provide friendly and effective 1st line support to end users.
£26,227.50 a year
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2nd Line Support Engineer - Night Shift
razorblue Careers —Stockton-on-Tees
Serving as point of contact and guiding team in Team Leader's absence. Tablet and mobile device support. Two paid charity volunteering days per year.
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Service Desk Analyst

Redcentric plc -
Harrogate

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Job details

Permanent | Full-time
9 days ago

Qualifications

Microsoft Powerpoint
Microsoft Word
Technical troubleshooting
Customer service call handling
Inbound customer enquiry call handling
Incident queue management
IT service management
User account provisioning
Microsoft Office Suite
User account management
Data entry
ISO 27001
Customer support
Customer interaction
Typing
Help desk

Full job description

Vacancy Name

Service Desk Analyst

Vacancy No

VN678

Employment Type

Full-Time

Location

Harrogate

Type of Vacancy

Permanent

Job Description

Role Details

Job Title

Service Desk Analyst

Division

Customer Services – Service Desk

Job Location

Harrogate

Reports To

Service Desk and Incident Management Lead

Please note, this position is based onsite in our offices in Harrogate, North Yorkshire so only applicants within commutable distance will be considered.

Role
Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.

Working as part of a dedicated team and with a passion for providing and promoting outstanding customer service at all times, the Service Desk Analyst will be the first point of contact for all our customers requiring anything from general advice through to in-depth technical assistance from our product support specialists.

Key Responsibilities and Tasks

First point of contact for all inbound customer calls received into the main support number(s). Providing day-to-day support to the end-user base.
Managing customer queries and providing advice, ranging from general queries to providing first time fixes.
Information gathering, qualification and prioritisation of new support requests ensuring allocation to the correct support team.
Logging relevant information onto the internal ITSM tool – SMAX.
Administration of customer account information ensuring that all relevant details are kept current and up to date.
Provide first time fixes for support requests e.g. password resets or implementing telephony diverts.
Arrange stock collections for faulty hardware, when replacements have been issued to customers.
Administration of the Redcentric MyServices Portal e.g. setting up new customers, password requests etc.
Escalation of incidents to management when necessary.
Adherence to Redcentric Solutions Limited ISO09001 and ISO27001 certification standards:
- Compliance with Redcentric’s policies and procedures
- Handling and protection of Redcentric information
- Reporting of security events
- Implementing appropriate policies and procedures

Preferred Competencies

ITILv3/v4 qualified or experience within an ITIL environment
BPSS Security Clearance (Identity, Right to Work, Employment History & DBS Check)

Key Skills & Competencies
We would expect the successful candidate to have an attitude for learning, with a proactive approach to teamwork in a fast-paced environment. Each member of the Service Desk must also be able to pass a Baseline Personal Security Standard (BPSS) check, which checks the candidates’right to work in the UK, their identity, their criminal record, and their employment history (for the last 3 years).

The below lists several advantageous skills and experience, which are not necessary, but would benefit you within a role on our Service Desk team:

Experience of working in a customer service environment.
Knowledge of the ITIL framework.
Good experience with Microsoft Office applications (Word, Excel, PowerPoint)
Efficient and accurate keyboard skills.

Possible Progression Paths

Technical Support Analyst (1st Line)
Service Desk Team Leader.
Incident Management Analyst.
Other Redcentric internal departments.

Hours of Work

The Company’s hours of work are from 9.00am - 5.30pm, Monday to Thursday and 9.00am until 3.30pm on Friday with one hour for lunch. However, the Service Desk covers the hours between 8.00am – 5.30pm on rota, with one hour for lunch.

The shift rota currently covers the below in a shared rotation:

Monday to Friday 8.00am – 4.30pm
Monday to Friday 9.00am – 5.30pm or
Monday to Thursday 9.00am - 5.30pm, Friday 11.00am - 5.30pm (approximately 1 week in 4)

Please note, this position is based onsite in our offices in Harrogate, North Yorkshire so only applicants within commutable distance will be considered.

Apply Now

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