Information technology Work, Jobs in Hemel Hempstead (with Salaries)

IT Service Desk Analyst
Acrelec UK —Hemel Hempstead
- From £27,000 a year
- 8 hour shift
- Hybrid work
- Microsoft Outlook
- Customer service
- Windows
- Free parking
- Health & wellbeing programme
Quick apply
1d
Helpdesk Co-Ordinator
InPost UK —Hemel Hempstead
- Hybrid work
- Customer service
- Communication skills
- Time management
- Annual leave
Quick apply
8d
Technical Support Center Engineer
NTT Global Data Centers —Hemel Hempstead
- Full-time
- Salesforce
- Microsoft Office
- Analysis skills
Associate IT Support Engineer (Freelance) Location: London (Hybrid / Onsite)
Kobu Smart Ltd —London
- £12.21 - £25.20 an hour
- Temporary
- Hybrid work
- Software troubleshooting
- Customer service
- Windows
- Flexitime
- Work from home
Quick apply
2d
IT Technician
Consula Group LTD —London
- Up to £80,000 a year
- Part-time
- Hybrid work
- Azure
- Software troubleshooting
- Customer service
Quick apply
9d
EUC & Desktop Support Manager
Leisure Employment Services —Hemel Hempstead
- Part-time
- Hybrid work
- Management
- Product management
- Mentoring
- Employee discount
Quick apply
IT Service Desk Analyst
ONS —Hatfield
- £25,000 - £28,000 a year
- Weekend availability
- Spanish
- Microsoft Outlook
- Customer service
- Free parking
- Gym membership
Quick apply
5d
Service Desk Analyst
Sysco —Hemel Hempstead
- Full-time
- Bilingual
- Customer service
- English
IT & Application Support Analyst
Butlin's —Hemel Hempstead
- Full-time
- Azure
- Oracle
- Microsoft Outlook
IT Support Engineer – 1st Line (Managed Service Provider)
Vizion 4 IT Ltd —Milton Keynes
- £28,000 - £30,000 a year
- Full-time
- Azure
- Customer service
- Windows
- Free parking
- Annual leave
Quick apply
7d
IT Infrastructure Engineer up to £36,000 per annum, plus car allowance
APCOA PARKING (UK) LTD —Uxbridge
- Up to £36,000 a year
- Weekend availability
- Computer networking
- IT
- Employee discount
Quick apply
Network Engineer
NHS Professionals —Welwyn Garden City
- £34 - £38 an hour
- Temporary
- Computer networking
- IT
- In-person
- Annual leave
Quick apply
9d
Technical Support Engineer
InPost UK —Hemel Hempstead
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Annual leave
Quick apply
IT Support Technician
Prodigit Systems Ltd —London
- £104 a day
- Part-time
- Hybrid work
- Software troubleshooting
- JavaScript
- Organisational skills
- Work from home
Quick apply
14d
IT Field Services Engineer
4Ways Healthcare —Hemel Hempstead
- £28,000 a year
- Temporary
- Customer service
- Windows
- Travel
- Free parking
- Health & wellbeing programme
Quick apply
9d
IT SUPPORT ASSISTANT
Porcelanosa Grupo —Watford
- Part-time
- Windows
- Microsoft Office
- In-person
Data Center Network Technician
Amazon Data Services UK Limited —Hemel Hempstead
- Full-time
- AWS
- Analysis skills
- Bachelor's degree
Tech Support (Remote Position)
WizzHosting —London
- Remote
IT Support
CCOMM IT Solutions —St Albans
- £26,000 - £30,000 a year
- Full-time
- Azure
- Customer service
- English
- Annual leave
- Sick pay
Quick apply
IT Service Desk Analyst
London School of Hygiene & Tropical Medicine —London
- £34,741 - £38,986 a year
- Full-time
- IT
- Communication skills
- School
- Annual leave
3d

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IT Service Desk Analyst

Acrelec UK
Hemel Hempstead

Quick apply

Job details

Permanent | Full-time
From £27,000 a year
1 day ago

Benefits

Free parking
Health & wellbeing programme
Company pension
Gym membership
Referral programme
On-site parking

Qualifications

Jira
ITIL Certification
Operating systems
Microsoft Outlook
Incident management
Customer service
Windows
Microsoft Office
ServiceNow
IT
Problem management
Root cause analysis
Communication skills
Time management
Help desk

Full job description

The Service Desk should be comprised of motivated and enthusiastic individuals. This is a great opportunity for someone with experience of working on an IT helpdesk/service desk and gain exposure to all areas of a tech company.

The Service Desk Analyst – 2nd Level plays a crucial role in supporting our customers. You will be the point of escalation for Customer Service Representatives that are unable to resolve customers experiencing technical issues. Furthermore, we support customers that use Acrelec for all levels of service, so you will be expected to pitch in and take all levels of tickets, and administrate, triage and manage them. You will be expected to work in a friendly and professional manner with all members of the Service Delivery Team.

You will be expected to perform initial diagnostics and troubleshooting for common problems, such as software installation issues, hardware and basic network connectivity problems. On the rare occasions you are unable to resolve an issue, you can escalate it to a Senior Service Desk Analyst or Subject Matter Expert for support and direction in resolving the issue in an efficient and customer focussed manner. You will maintain ownership and oversight of the ticket throughout its lifecycle through the incident management process.

You will be expected to keep customers informed about the status of their tickets and any planned changes or outages that might affect them. Some peer-to-peer training may also be required as your experience grows.

This is a fully office-based role (non-hybrid role), based in Hemel Hempstead. The Service Desk will operate between the hours of 06:00 – 23:00 daily, excluding Christmas day. You should be available for shifts within those times, 8.50 hours per day, 5 shifts per week, on a rota basis.

Key Responsibilities

· Point of escalation: Provide level 2 technical support to the Customer Service Representatives.

· Diagnosing and Resolving Issues: Providing advanced support for issues that cannot be resolved by Level 1 team or L1 issues where CSR are unavailable to do so.

· Daily Ticket Updates: Log and update all incidents daily.

· Third-Party Coordination: Collaborate with 1st line support teams for timely issue resolution as well 3rd party engineering teams and other departments. This includes creating estimates (sales), ordering parts (supply chain), requesting engineers (engineering) etc

· Escalation Management: Monitor progress and escalate issues as needed, adhering to SLAs and invoking escalation and major incident processes when required.

· Shift Work: Participate in shift patterns, including weekend work, to cover Service Desk operating hours.

· Technical Expertise: Maintain a deep understanding of Kiosk, EPOS, Payment technology and solutions to diagnose and resolve customer issues effectively.

· Knowledge Sharing: Develop and maintain troubleshooting tips and quick fix knowledge articles for designated customers and internal team members.

· Patch Management: May be involved in applying software updates, patches, and fixes to keep systems secure and up to date.

· Root Cause Analysis (RCA): Conduct RCA analysis to identify and prevent recurring issues.

· Process: Follow all documented processes and identify where processes are missing and create them as necessary.

Experience

· In excess of 2 years’ experience working on a Helpdesk / Service Desk or IT service industry.

· Experience with operating systems (Microsoft Windows) and commonly used software applications such as Microsoft Office 365, Outlook and Teams.

· Extensive experience in diagnosing and resolving technical issues related to hardware, software and networks.

· Hands-on experience with incident management processes and tools (e.g., Halo ITSM, TopDesk, ServiceNow, JIRA).

· Proven track record of delivering exceptional customer service and maintaining positive customer relationships.

Advanced Technical Expertise:

· Proficiency with advanced troubleshooting tools and techniques.

· Experience in conducting root cause analysis to prevent recurring issues.

· Ability to quickly learn and retain new information, including technical knowledge and processes.

Incident & Problem Management:

· Expertise in incident and problem management processes, including incident management & resolution, problem management and escalation management.

Customer Service & Communication Skills:

· Excellent written and verbal communication skills, with the ability to engage with customers and stakeholders at all levels.

· Experience in managing customer expectations and ensuring a high level of customer satisfaction.

· Strong communication skills, with the ability to explain technical issues in a clear and understandable manner to non-technical users.

Time Management and Prioritisation:

· Exceptional time management skills, with the ability to handle multiple high-priority tasks simultaneously.

· Proven ability to prioritise work effectively and meet deadlines in a fast-paced environment.

· Ability to handle and prioritise multiple tickets, ensuring timely resolution and proper documentation.

Other Qualities:

Team-focused, friendly, polite, patient, professional, enthusiastic, keen to learn, can-do attitude, calm, mild-mannered, customer-focused, see-it do-it approach, confident, organized, common sense / sensible.

· ITIL Certification

· Previous experience of QSR / Retail solutions

· Familiar with POS / EPOS / Payment systems

· Previous experience of working in an evolving technology business

Pay: From £27,000.00 per year

Benefits:

Company pension
Free parking
Gym membership
Health & wellbeing programme
On-site parking
Referral programme

Application question(s):

Do you require Visa Sponsorship now or in the near future?
Do you have ITIL certification/qualification?
Do you have any EPOS or QSR experience?
What ticketing systems have you used previously?
Do you drive and own your own vehicle?

Experience:

Help desk or Service desk: 2 years (preferred)
Customer Service: 2 years (preferred)
IT Technical : 3 years (preferred)

Work Location: In person

Quick apply

Refine Your Search

information technology jobs in hemel hempstead

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IT Service Desk Analyst

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