Service Desk Analyst

We have a new exciting opportunity, not to be missed! At ITS Technology Group we are currently looking for a Service Desk Analyst to join our expanding team based in Chester. The successful candidate will join us on a full time, permanent basis and will receive a competitive salary of £15,000 - £18,000 per annum.

At ITS Technology Group (ITS) we provide faster internet, proactive IT managed and telephony services for hard to reach rural and urban businesses, communities and regions; enabling them to take advantage of the benefits that superfast connectivity and lower cost of ownership technologies create.

The #1 Independent Provider of world class connectivity in the UK

This is our vision of where we will be at the end of the next 3 years. We are a fast growing technology SME on an exponential growth trajectory, with forecast growth in excess of 50% per annum offering significant opportunities for career enhancement.

About the Service Desk Analyst role

This role will suit candidates who wish to pursue a career in IT support. Working in a busy Service Desk environment you will be required to take the initial incoming support calls from our clients, ensuring that the phone calls are answered within agreed SLA’s, logging the incidents accurately within the preferred helpdesk software, assigning the calls to the relevant support teams and performing first line diagnosis to attempt first line resolution on desktop and network related issues.

Key Responsibilities of our Service Desk Analyst:

Contact & Incident management

- To be first point of contact with customers

- To manage communication with the customer regarding incident escalations and resolution

- Pro-active Classification of Incidents and escalation where necessary

- Achieving targets (where applicable) of:  First time fixes, Remote fixes, Average fix times

General

- Follow IT policies and procedures.

- Liaise regularly with the IT Service Desk Manager with regards to any outstanding incidents, problems, issues or suggestions.

- Liaise with second line and third line support personnel, as required.

- Liaise with third-party maintenance suppliers to log Incidents and thereafter maintain ownership to ensure the Incident is closed successfully.

- Attend team meetings and training sessions.

- Other duties as assigned by the IT Service Desk Manager.

What we’re looking for in our Service Desk Analyst

Candidates should be extremely customer service focused and ideally have 1 years’ experience on a Service Desk. The Candidate should also be able to demonstrate a strong knowledge of MS applications and networking. In house training will be provided to successful candidates to enhance their knowledge.

Other requirements of our Service Desk Analyst:

- Ability to listen, empathise and gain customer confidence.

- Excellent customer service skills and polite telephone manner.

- Positive "Can Do" attitude

- Team Player

- Professional & Friendly telephone Manner

- Ability to follow internal procedures.

- Full & Valid UK Driving License

ITS Technology Group is an agile, creative and entrepreneurial company and is always on the lookout for talented people who are passionate and hard-working. Our high-growth strategy allows direct access to the senior management team on a daily basis where commitment and dedication is readily rewarded with career development opportunities.

Above all we work together and have fun to help each make a success of everything that we do.

So if this sounds like the perfect opportunity for you and you’d like to join us as our new Service Desk Analyst then please click ‘apply’ today – don’t miss out, we’d love to hear from you!