Service Desk Analyst / 1st Line Support

Our education client is looking to recruit an enthusiastic and well-organised Service Desk Analyst, who is passionate about delivering world class customer service.

Working within the Service Desk team, this pivotal role provides proactive and reactive 1st line technical support, and acts as first point of contact for schools.  Individually you will take ownership of customer issues, accurately logging details and maintaining full documentation of each action. Working as part of the team you will support all internal and external users, helping them to locate supporting materials and escalating more complex technical issues to the relevant teams. Customer focussed and passionate about providing world class customer service, you will play an active role in supporting schools, coaching staff and providing internal support where appropriate.

With relevant 1st / 2nd line support / service desk experience, you will have gained knowledge of using and troubleshooting an MS Windows / Office environment. You will have a friendly and professional approach and be able to communicate with customers on a variety of technical issues. You will have a thorough understanding of network set-ups and configuration, as well as Content Management Systems (CMS); and will be keen to acquire more technical knowledge as you grow within this role. You will demonstrate an interest in internet technologies and terminology and will be able to use your knowledge to support customers.