IT Service Desk Analyst
- Recruiter
- Confidential
- Location
- The Vale of Glamorgan (Bro Morgannwg)
- Salary
- Competitive
- Posted
- 02 Jul 2021
- Closes
- 30 Jul 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
About The Role
Here at phs Group Head Offices in Caerphilly are have a new opportunity for an IT Service Desk Analyst. Here you will be required to support end users with incidents and service requests. Engage with system users and other parts of the IT Team to solve technical issues both reactively and proactively for the business. You will play a key part in seeking solutions to ensure that phs continues to deliver the highest level of service to out customers.
A day in the life of a Service Desk Analyst at phs will involve;
Providing direct support to customers on applications and hardware in relation to Service Requests and incidents
Responding to customer inquiries concerning system software, applications and Hardware
Provide immediate customer assistance for emergency/urgent/VIP incidents as defined in service definition
Documenting and logging all contacts and actions into the Service Desk ticketing system as per specified guidelines
Provide progress updates to customers regarding incidents or service requests
Escalate to technical support engineers, Desktop Engineers, System Engineers or 3rd party suppliers if a customer issue is unresolved, with concise description, actions, and traces required for escalation of "bugs" and/or "request for assistance"
Follow customer issues through to completion to ensure resolution and customer satisfaction have been achieved
Assisting in creating technical documents and training material
Involvement in company work groups who plan direction of Customer Support work processes and procedures
Participate in customer and company focus groups
Participates in off-site travel to customer locations, training schools and other required facilities
The ideal candidate for a Service Desk Analyst at phs will have:
Working knowledge of MS Office products
Good working knowledge of all common technologies used in the desktop user environment, including printers, monitors, docking stations, phones etc.
Understanding of ITIL practices preferable but not required
Excellent verbal, written and communication skills
Excellent customer service skills, including the ability to deal calmly, positively and professionally in tense or elevated situations and with upset or frustrated customers
Responsible; able to manage time effectively and work efficiently, both with and without direct supervision
Ability to understand the I.T. strategy and how this role fits with the overall plan
Focus toward and understanding of the customer needs
Mentor others
Interpersonal Skills, specifically working with co-workers, customers, and management
Dependability and Accessibility
Natural inclination to engage with people and build effective working relationships
Committed to delivering solutions through teamwork and collaboration
Positive thinker with a desire to improve the customer experience and resolve issues
In return for your commitment and expertise, you will get:
23 days annual leave plus Bank Holidays
Pension scheme
Ongoing career and development opportunities
Discounts with retailers including o2 and Frankie & Benny's
A 24-hour wellbeing helpline
Full training and support
Free Parking.
About phs:
phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 90,000 customers across 300,000 locations incorporating numerous businesses during its 57 years of business.
Our businesses include: Washrooms, Healthcare, Floorcare, phs Direct and Direct 365 (sale of consumables), phs Greenleaf, Teacrate, Besafe, Wastekit and Compliance.
At phs, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination
Here at phs Group Head Offices in Caerphilly are have a new opportunity for an IT Service Desk Analyst. Here you will be required to support end users with incidents and service requests. Engage with system users and other parts of the IT Team to solve technical issues both reactively and proactively for the business. You will play a key part in seeking solutions to ensure that phs continues to deliver the highest level of service to out customers.
A day in the life of a Service Desk Analyst at phs will involve;
Providing direct support to customers on applications and hardware in relation to Service Requests and incidents
Responding to customer inquiries concerning system software, applications and Hardware
Provide immediate customer assistance for emergency/urgent/VIP incidents as defined in service definition
Documenting and logging all contacts and actions into the Service Desk ticketing system as per specified guidelines
Provide progress updates to customers regarding incidents or service requests
Escalate to technical support engineers, Desktop Engineers, System Engineers or 3rd party suppliers if a customer issue is unresolved, with concise description, actions, and traces required for escalation of "bugs" and/or "request for assistance"
Follow customer issues through to completion to ensure resolution and customer satisfaction have been achieved
Assisting in creating technical documents and training material
Involvement in company work groups who plan direction of Customer Support work processes and procedures
Participate in customer and company focus groups
Participates in off-site travel to customer locations, training schools and other required facilities
The ideal candidate for a Service Desk Analyst at phs will have:
Working knowledge of MS Office products
Good working knowledge of all common technologies used in the desktop user environment, including printers, monitors, docking stations, phones etc.
Understanding of ITIL practices preferable but not required
Excellent verbal, written and communication skills
Excellent customer service skills, including the ability to deal calmly, positively and professionally in tense or elevated situations and with upset or frustrated customers
Responsible; able to manage time effectively and work efficiently, both with and without direct supervision
Ability to understand the I.T. strategy and how this role fits with the overall plan
Focus toward and understanding of the customer needs
Mentor others
Interpersonal Skills, specifically working with co-workers, customers, and management
Dependability and Accessibility
Natural inclination to engage with people and build effective working relationships
Committed to delivering solutions through teamwork and collaboration
Positive thinker with a desire to improve the customer experience and resolve issues
In return for your commitment and expertise, you will get:
23 days annual leave plus Bank Holidays
Pension scheme
Ongoing career and development opportunities
Discounts with retailers including o2 and Frankie & Benny's
A 24-hour wellbeing helpline
Full training and support
Free Parking.
About phs:
phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 90,000 customers across 300,000 locations incorporating numerous businesses during its 57 years of business.
Our businesses include: Washrooms, Healthcare, Floorcare, phs Direct and Direct 365 (sale of consumables), phs Greenleaf, Teacrate, Besafe, Wastekit and Compliance.
At phs, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination