It support Work, Jobs in Abbotts Ann, 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
IT Service Technician
Stannah —Andover
- Full-time
- IT
- Linux
- Annual leave
- Employee assistance programme
Quick apply
10d
Support Technician (EMEA Helpdesk)
Utelogy —Basingstoke
- Full-time
- Hybrid work
- IT
- Communication skills
Quick apply
3d
IT Service Desk Analyst
Elliotts —Southampton
- Up to £30,000 a year
- Full-time
- Employee discount
Quick apply
8d
Service Desk Support Analyst
Basingstoke and Deane Borough Council —Basingstoke
- £34,367 - £36,980 a year
- Full-time
- Hybrid work
- Microsoft Office
- IT
- Annual leave
- Employee assistance programme
6d
IT Systems Administrator
Nomios —Basingstoke
- Full-time
- Remote
- Azure
- Windows
- IT
Quick apply
7d
IT Specialist
Nomios —Basingstoke
- Full-time
- Remote
- Azure
- Windows
- Computer networking
Quick apply
7d
IT & DOCUMENT CONTROL ASSISTANT
SB Joinery —Stockbridge
- Free parking
- Referral programme
Junior ICT Consultant
turn IT on —Salisbury
- £24,000 - £27,000 a year
- Full-time
- IT
- Communication skills
- School
- Employee assistance programme
Quick apply
IT Operations Analyst - The Vision Centre
CooperVision —Southampton
- Full-time
- Customer service
- Windows
- Microsoft Office
13d
IT Operations - First Level Transaction Monitoring Associate
Visa Europe Limited —Basingstoke
- 12 hour shift
- Spanish
- Microsoft Office
- Analysis skills
2nd Line Technical Analyst
Xerox —Southampton
- Full-time
- Hybrid work
- Customer service
- Windows
- Microsoft Office
RMA Coordinator / Technical Support Specialist
Habitech LTD —Basingstoke
- £25,000 a year
- Full-time
- Microsoft Excel
- Customer service
- Microsoft Office
Quick apply
9d
ERP Support Helpdesk
Medatech UK —Eastleigh
- From £28,000 a year
- Full-time
- Sales
- ERP systems
- SQL
- Sick pay
Quick apply
9d
IT Service Desk Operator
University Hospital Southampton NHS Foundation Trust —Southampton
- £25,760 - £27,476 a year
- Full-time
- Time management
3h
Digital Service Desk Manager
Chemring Countermeasures —Salisbury
- £47,800 - £56,200 a year
- Full-time
- Management
- Analysis skills
- IT
8d
IT Helpdesk Apprentice
Marlborough College —Marlborough
- £15,808.00 - £25,114.96 a year
- Full-time
- IT
- Communication skills
13d
Second Line Support
Southern Communications Group —Dummer
- £26,000 - £32,000 a year
- Full-time
- IT
- Communication skills
- Free parking
- Employee assistance programme
Finance Systems Administrator
Ocean Infinity —Southampton
- Up to £50,000 a year
- Full-time
- Salesforce
- ERP systems
- Project management
7d
Local IT Lead
Medhurst —Frodsham
- Full-time
- English
- Windows
- Microsoft Office

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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

it support jobs in abbotts ann, ham

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

IT Service Technician

Support Technician (EMEA Helpdesk)

IT Service Desk Analyst

Service Desk Support Analyst

IT Systems Administrator

IT Specialist

IT & DOCUMENT CONTROL ASSISTANT

Junior ICT Consultant

IT Operations Analyst - The Vision Centre

IT Operations - First Level Transaction Monitoring Associate

2nd Line Technical Analyst

RMA Coordinator / Technical Support Specialist

ERP Support Helpdesk

IT Service Desk Operator

Digital Service Desk Manager

IT Helpdesk Apprentice

Second Line Support

Finance Systems Administrator

Local IT Lead

I want to receive the latest job alerts for it support in abbotts ann, ham

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