Service desk manager Work, Jobs in Sonning, 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
IT Service Delivery Manager
Commonwealth War Graves Commission —Maidenhead
- £40,000 - £50,000 a year
- Monday to Friday
- IT
- Leadership
- Communication skills
- Annual leave
- Employee assistance programme
Service Desk Ops Manager
DXC Technology —Farnborough
- Full-time
- Management
Application Support Analyst
Leidos —Farnborough
- £28,800 - £33,900 a year
- Full-time
- Oracle
- Windows
- IT
- Annual leave
- Work from home
14d
Head of Service Desks - Reading, UK
ESP Global Services Limited —Reading
- £70,000 - £75,000 a year
- IT
- AI
- Leadership
Quick apply
2nd / 3rd Line Security Analyst
KYOCERA Document Solutions —Reading
- Azure
- AWS
- Continuous improvement
- Employee assistance programme
Senior Support Services Agent
QinetiQ —Farnborough
- £34,000 a year
- Full-time
- Azure
- Windows
- SharePoint
- Employee discount
9d
Application Support Analyst
Clinisys —Woking
- Hybrid work
- Customer service
- Organisational skills
- IT
IT Operations - First Level Transaction Monitoring Associate
Visa Europe Limited —Basingstoke
- 12 hour shift
- Spanish
- Microsoft Office
- Analysis skills
Systems Administrator - Platform Migration & Merge Specialist
Hawk-Eye Innovations (HEI) —Basingstoke
- £50,000 - £80,000 a year
- Full-time
- Hybrid work
- Administrative experience
- Analysis skills
- SharePoint
- Annual leave
- Employee discount
Onboarder/Trainer
Sopra Steria —Farnborough
- Up to £32,000 a year
- Microsoft Outlook
- Travel
- Annual leave
IT Operations Manager
Newbury Building Society —Newbury
- £52,000 - £54,502 a year
- Full-time
- Azure
- Organisational skills
- IT
14d
AMPA Systems Administrator, Farnborough
GBA5 EntServ UK Limited —Farnborough
- Weekend availability
- Microsoft Word
- Microsoft Office
- SQL
5d
IT Asset Manager
John Lewis Partnership —Bracknell
- £75,600 - £140,000 a year
- Hybrid work
- Oracle
- Management
- IT
5d
Operational Readiness Lead
DXC Technology —Farnborough
- Full-time
- IT
- Communication skills
8d
IT Technical Services Manager
Eton College —Windsor
- Up to £50,000 a year
- Full-time
- Management
- Customer service
- School
- Employee assistance programme
5d
Lead Oracle DBA Consultant
Clinisys —Woking
- Remote
- Oracle
- Management
- Team management
5d
Network Engineer
UK Connect —Farnborough
- Up to £65,000 a year
- Full-time
- Mentoring
- Computer networking
- Free parking
- Annual leave
Quick apply
Service Desk Engineer
Motion Applied —Camberley
- Hybrid work
- CAD
- Customer service
- Annual leave
Quick apply

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IT Service Delivery Manager
Commonwealth War Graves Commission —Maidenhead
Location: Maidenhead, with a minimum of 2 days a week in the office. We’re looking for an experienced person to step in quickly and make an immediate impact on…
£40,000 - £50,000 a year
People Systems Coordinator
ESP Global Services Limited —Reading
We're looking for someone with approximately 2-5 years' experience supporting HR, Recruitment, Learning or other enterprise business systems.
£30,000 - £35,000 a year
Quick apply

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service desk manager jobs near sonning, brk

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

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service desk manager jobs in sonning, brk

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

IT Service Delivery Manager

Service Desk Ops Manager

Application Support Analyst

Head of Service Desks - Reading, UK

2nd / 3rd Line Security Analyst

Senior Support Services Agent

Application Support Analyst

IT Operations - First Level Transaction Monitoring Associate

Systems Administrator - Platform Migration & Merge Specialist

Onboarder/Trainer

IT Operations Manager

AMPA Systems Administrator, Farnborough

IT Asset Manager

Operational Readiness Lead

IT Technical Services Manager

Lead Oracle DBA Consultant

Network Engineer

Service Desk Engineer

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About Your Experience

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Key Behaviours

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