1st Line Support Desk Analyst

Node 4 Ltd.
Derby, Derbyshire
£Competitive Plus Benefits
14 Nov 2018
12 Dec 2018
Contract Type
Full Time

1st Line Service Desk Analyst 
Derby, Derbyshire 

Are you ready to jump into action like a superhero ninja and save the day at the drop of a hat? If call centres and retail outlets aren’t your thing, but customer service is your calling, come and join Node 4 as a 1st Line Service Desk Analyst. 

The Company 

We are Node 4, a specialist provider of data centre, cloud, connectivity and voice solutions. Due to internal promotion to the 2nd line, we are now looking for a number of 1st Line Service Desk Analysts to join our team in Derby. 

The Benefits 

- Competitive salary 
- Private healthcare 
- Pension 
- Childcare vouchers 
- Cycle to work scheme 
- Free beverages 
- £1,200 refer a friend bonus 
- Node 4 works perks, including discounted gym memberships, shopping, holidays and more 

This is an amazing role for a customer-focused individual with either great technical skills or the ability to pick them up and apply them quickly. You’ll be joining our growing, exciting IT solutions company and taking on a role where you will be on the front line, fielding calls, resolving problems and being amazing. 

We’ll provide you with the training you need to get up to speed and the rewards you require to make sure you are motivated and excited about coming to work. We’ve got an extensive range of benefits on offer and an incredible tech-focused working environment (ever made coffee via an app?). 

What’s more, these roles have come about because we promoted so many of our previous first line staff, meaning that as your skill-set grows so do your opportunities within the business.

Your Role 

As a 1st Line Service Desk Analyst, you will be challenged to deliver outstanding customer service and technical advice to customers. 

You’ll be provided with superb training to bring you up to speed and, where necessary, equip you with the technical capabilities to thrive. As part of a 24/7 team, once trained, you will work as part of a shift pattern receiving, managing and helping to resolve incidents, issues and problems raised via a ticketing system. 

Your role will include: 

- Answering inbound incident calls 
- Diagnosing and resolving basic user problems 
- Capturing incident information and recording it on the ticket management system 
- Assessing and prioritising incidents using pre-determined criteria 
- Escalating tickets to 2nd and 3rd line teams 
- Logging faults with third party service providers 
- Supporting e-chat activity 

About You 

To be considered as a 1st Line Service Desk Analyst, you will need: 

- Strong customer service skills and experience 
- The ability to learn quickly OR strong technical capabilities 

We are also keen to hear from graduates with an IT-related qualification and great customer service skills. 

Candidates with previous IT support experience would be preferred, however this is by no means essential as full, in-depth training will be provided. 

We are keen to hear from you if you have held, or would like to hold the role of 1st Line Service Desk Analyst, Service Desk Analyst, 1st Line Technician, Support Technician, 1st Line Engineer, Desktop Support Analyst, 1st Line Technical Analyst, or Support Analyst. 

Webrecruit and Node 4 are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be. 

So, if you are ready to take on a fresh, exciting challenge as a 1st Line Service Desk Analyst, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.

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