Line support analyst Work, Jobs in Sherborne St. John, Ham (with Salaries)

Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off
Codestone —Basingstoke
- Weekend availability
- Hybrid work
- Management
- Customer service
- Windows
1st Line Support Analyst
FluidOne —Camberley
- £25,000 - £30,000 a year
- Full-time
- Azure
- Microsoft Outlook
- Customer service
- Employee assistance programme
Quick apply
8d
Service Desk Analyst
ITQ Metis —Thatcham
- From £28,000 a year
- Full-time
- Software troubleshooting
- Customer service
- English
- Free parking
- Sick pay
Quick apply
Apprentice IT Service Desk Support Technician
SNG (Sovereign Network Group) —Basingstoke
- £15,680 a year
- Full-time
- Customer service
- Computer networking
- IT
13d
Security Operations Centre (SOC) Analyst
M Group —Farnborough
- £35,000 - £40,000 a year
- Windows
- Scripting
- IT
- Annual leave
- Employee assistance programme
6d
VodafoneThree Financial Data Analyst
VodafoneThree —Newbury
- Full-time
- Hybrid work
- Microsoft Excel
- Oracle
- Analysis skills
Quick apply
2d
Contact Centre Reporting Analyst
Utilita Energy Limited —Eastleigh
- £29,520 - £37,763 a year
- Hybrid work
- SQL
- Communication skills
- Annual leave
- Employee assistance programme
13h
2nd Line Support Analyst
FluidOne —Camberley
- Azure
- Windows
- Microsoft Office
- Employee assistance programme
VodafoneThree - SOC Analyst
Vodafone —Farnborough
- Full-time
- IT
- In-person
- Employee discount
2d
Associate Network Analyst
Visa Europe Limited —Basingstoke
- 12 hour shift
- Spanish
- Microsoft Office
- Analysis skills
Data & Reporting Analyst
Powerforce —Winnersh
- £25,000 - £28,000 a year
- Full-time
- Microsoft Excel
- Master's degree
- Annual leave
- Employee discount
Business Analyst - 12 month fixed term contract
Aster Group —Andover
- £36,904 - £45,515 a year
7d
VodafoneThree Business Process Analyst – Governance & Change
VodafoneThree —Newbury
- Full-time
- Hybrid work
- IT
Quick apply
3d
VodafoneThree - Service Desk Analyst
Vodafone —Farnborough
- 12 hour shift
- Customer service
- Analysis skills
- Communication skills
- Employee discount
1d
Registrations Analyst
Utilita Energy Limited —Valley Park
- £27,976 a year
- Hybrid work
- Microsoft Office
- Communication skills
- Annual leave
- Employee assistance programme
Data Analyst Apprenticeship
K10 Apprenticeships —Reading
- £13.15 an hour
- 8 hour shift
- Data analysis skills
- SQL
- Communication skills
Quick apply
Planning and Strategy Data Analyst
University of Reading —Reading
- £36,636 - £46,049 a year
- Full-time
- Hybrid work
- SQL
- University
- No degree
3d
2nd / 3rd Line Security Analyst
KYOCERA Document Solutions —Reading
- Azure
- AWS
- Continuous improvement
- Employee assistance programme
8d
Customer Success Analyst
HM Revenue and Customs —Reading
- £37,682 - £46,077 a year
- Part-time
- Hybrid work
- English
- Analysis skills
- Presentation skills
- Work from home
- Flexible schedule
15h
HR Data Analyst
Lane Clark & Peacock —Winchester
- Microsoft Excel
- Microsoft Office
- Analysis skills
- Annual leave
- Employee discount
8d

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

Codestone -
Basingstoke

Apply Now

Job details

Qualifications

Management
Customer service
Windows
Microsoft Office
ITIL
Organisational skills
IT
Computer skills
Communication skills
Active Directory

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

line support analyst jobs in sherborne st. john, ham

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

1st Line Support Analyst

Service Desk Analyst

Apprentice IT Service Desk Support Technician

Security Operations Centre (SOC) Analyst

VodafoneThree Financial Data Analyst

Contact Centre Reporting Analyst

2nd Line Support Analyst

VodafoneThree - SOC Analyst

Associate Network Analyst

Data & Reporting Analyst

Business Analyst - 12 month fixed term contract

VodafoneThree Business Process Analyst – Governance & Change

VodafoneThree - Service Desk Analyst

Registrations Analyst

Data Analyst Apprenticeship

Planning and Strategy Data Analyst

2nd / 3rd Line Security Analyst

Customer Success Analyst

HR Data Analyst

I want to receive the latest job alerts for line support analyst in sherborne st. john, ham

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