Technical support occupations Work, Jobs in Englefield, Brk (with Salaries)

Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off
Codestone —Basingstoke
- Weekend availability
- Hybrid work
- Management
- Customer service
- Windows
Sage ERP Software Support Consultant (Finance)
Mysoft —Fleet
- Full-time
- Hybrid work
- Microsoft Excel
- Software troubleshooting
- Customer service
- Free parking
- Employee assistance programme
Quick apply
Service Desk Analyst
Castle Trust Bank —Basingstoke
- Full-time
- Hybrid work
- Azure
- AWS
- Scripting
- Employee assistance programme
- Employee discount
Quick apply
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
3d
IT Support Technician
Palace International Ltd. (trading as Spectro | Jet-Care) —Odiham
- £25,000 - £35,000 a year
- Full-time
- Computer Science
- Software troubleshooting
- Customer service
- Free parking
- Annual leave
Quick apply
14d
Service Desk Analyst (1st Line)
XPS Pensions Group —Reading
- Full-time
- Azure
- Microsoft Office
- Computer networking
- Employee discount
- Referral programme
1d
Application Support Analyst
Leidos —Farnborough
- £28,800 - £33,900 a year
- Full-time
- Oracle
- Windows
- IT
- Annual leave
- Work from home
12d
1st Line Technical Support Engineer
CTS Group Ltd —Abingdon
- Full-time
- Microsoft Outlook
- Microsoft Office
- Computer networking
- Free parking
Quick apply
12d
Support Technician (EMEA Helpdesk)
Utelogy —Basingstoke
- £25,420 - £35,000 a year
- Full-time
- Hybrid work
- IT
- Communication skills
Quick apply
1d
Team Lead, Technical Support
Seequent —Reading
- Remote
- Customer service
- Computer literacy
- English
IT Support Apprentice
INDIGO IT Ltd —Camberley
- From £18,000 a year
- Travel
- IT
- In-person
- Employee assistance programme
Quick apply
4d
1st/2nd Line IT Support Engineer - Farnborough
Microbyte Solutions Ltd —Farnborough
- Full-time
- Microsoft Word
- Google Suite
- Microsoft Excel
Quick apply
Sr. Premium Support Engineer - Identity & Access Management (IAM)
OpenText —Reading
- Azure
- Oracle
- Java
Technical Support Engineer (US hours)
proventeq —Reading
- Hybrid work
- Azure
- DevOps
- Maintenance
IT Support Technician
Eton College —Windsor
- Up to £28,000 a year
- Full-time
- Customer service
- Organisational skills
- IT
- Employee assistance programme
4d
System Support Administrator
Impact Food Group —Woking
- Full-time
- Microsoft Excel
- Customer service
- Data analysis skills
- Annual leave
- Employee discount
Quick apply
Technical Support Engineer
Aspen Technology —Reading
- Engineering
- English
- Master's degree
Customer Support Technician
Ricoh —Reading
- Communication skills
Field Support Engineer
Aspire Technology Solutions —Reading
- £28,860 - £36,000 a year
- Full-time
- Customer service
- Computer networking
- Communication skills
Quick apply
IT Support Officer
University of Oxford TSS —Oxford
- £16.92 an hour
- Temporary
- Windows
- Communication skills

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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

technical support occupations jobs in englefield, brk

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

Sage ERP Software Support Consultant (Finance)

Service Desk Analyst

Service Desk Support Analyst

IT Support Technician

Service Desk Analyst (1st Line)

Application Support Analyst

1st Line Technical Support Engineer

Support Technician (EMEA Helpdesk)

Team Lead, Technical Support

IT Support Apprentice

1st/2nd Line IT Support Engineer - Farnborough

Sr. Premium Support Engineer - Identity & Access Management (IAM)

Technical Support Engineer (US hours)

IT Support Technician

System Support Administrator

Technical Support Engineer

Customer Support Technician

Field Support Engineer

IT Support Officer

I want to receive the latest job alerts for technical support occupations in englefield, brk

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