IT Service Desk Analyst

Castleford, UK
From £15,000 to £16,000 per annum
Dec 10, 2017
Dec 19, 2017
Contract Type
Full Time

IT Service Desk Analyst

Location: Castleford, West Yorkshire

Salary: £15,000 + Training + Career Progression

IT Service Desk Analyst - Skills 

·A genuine interest in Computers being that 'go to person' for family and friends with IT issues or previous experience of providing service desk support at 1st line level or evidence of pursing a technical orientated education

·Ability to work within a team environment

·Good verbal and written communication skills with an ability to deal with customers at all levels

·Good technical knowledge of industry recognised operating systems

·Ability to follow stipulated policies, procedure and processes as set out in the Service Desk documentation

IT HELPDESK ANALYST - Skills (Desirable)

·Educated to degree level or equivalent relevant experience

·Experience of ITIL framework

·Understanding or background in a broad range of technologies

·Experience of working to strict Key Performance Indicators and Service Level agreements


A fantastic opportunity for an IT Helpdesk Analyst to join a team handling over 80,000 support incidents per year. The Team also supports the company adoption and loyalty programme by providing a proactive service to customers highlighting potential operational issues and increasingly will reach out to customers using a number of communication channels included social media, Live Chat and a customer portal.

IT HELPDESK ANALYST - Duties and Responsibilities

The 1st Line Service Desk Analyst will as a member of the 1st Line Team, effectively undertake a number of defined tasks which primarily involve inbound customer contacts/support issues. They will directly contribute to ensuring that a highly responsive, high quality service is provided to all users of the Service Desk.

Each 1st Line Analyst will be expected to meet individual and team key performance indicators, quality of documentation and customer service which will be measured on a monthly basis.

Expected skills and competencies for this role

·Works under supervision using limited discretion

·Is expected to seek guidance in unexpected or complex situations

·Performs routine activities in a structured environment

·Requires assistance in resolving unexpected or complex problems

·Uses basic information systems and technology functions, applications and processes

·Demonstrates an organised approach to work

·Learns new skills and applies newly acquired knowledge

·Follows code of conduct and departmental standards and procedures

·Demonstrates effective communication skills in dialogue with customers and colleagues

A fantastic IT HELPDESK ANALYST role with training and superb career prospects. Please apply today!

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