Service Desk Analyst - 1st Line Support

Node 4 Ltd.
Derby, Derbyshire
£Competitive Plus Benefits
19 Sep 2019
17 Oct 2019
Contract Type
Full Time

Service Desk Analyst - 1st Line Support
Derby, Derbyshire

Are you a phone-based customer service professional looking for something a little different? Do you love technology and think you could help others harness its power in their day-to-day lives? 

If you like the idea of working as part of a company that supports their employees’ development and cares about delivering the best for their customers, come and join Node 4 as our Service Desk Analyst. 

The Company

We are Node 4, a specialist provider of data centre, cloud, connectivity and voice solutions. As a result of our year-on-year growth, we’re currently looking for a Service Desk Analyst to join us in Derby.

The Benefits

- Competitive salary
- Ongoing development and progression opportunities 
- 25 days’ holiday, plus your birthday off (and public holidays)
- Private healthcare
- Pension
- Cycle to work scheme
- Flexible working
- Free beverages
- £1,200 refer a friend bonus
- A social committee who plan events for you to enjoy 
- Discounts at hundreds of online and high street retailers
- Gym discounts
- Free help and advice on wellbeing
- Save money on holidays
- And more….

This is an amazing role for a customer-focused individual with great IT skills. You’ll be joining our growing, exciting 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 engaged when at work. We’ve got an extensive range of benefits on offer and an incredible tech-focused working environment (we even make our coffee via an app). 

Your Role

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

Once trained, you’ll join a 24/7 team and 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 Service Desk Analyst, you will need:

- Phone-based customer service experience
- To be IT literate, including MS Office 

It would be great if you’ve worked in a technology environment before, such as a Network Operations Centre (NOC), but this is by no means essential. An ITIL Foundation qualification would also be an advantage.

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 can picture yourself as one of our Service Desk Analysts, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.