IT Service Desk Analyst

IT Service Desk Analyst required by our market leading, award winning, professional services organisation in Central Bristol. This role comes with hybrid working with 1-2 days a week in the office with flexibility.

The successful IT Service Desk Analyst will prove both 1st and 2nd line support expertise in supporting 2500+ users with varying levels of technical knowledge across multiple sites in the UK.

Main Responsibilities:

• Taking calls/emails from both users and customers of our client.
• Meet KPI targets and agreed SLA’s.
• Providing a high level of customer service.
• Logging all incidents in the IT Service Management tool, ensuring appropriate detail is captured and updated throughout the incident lifecycle.
• Use the ITIL best practice framework.
• Follow the escalation process to ensure incidents are assigned to the relevant team to ensure incidents are resolved in an efficient and timely manner.

Your Skills and Experience

• Experience working within a professional and busy IT Service Desk.
• Excellent customer service skills, telephone manner and written communication skills.
• Ability to remain calm under pressure.
• Ability to work with people at all levels, and an excellent team member.
• Previous experience in supporting a Microsoft focused stack.
• Environment includes: Microsoft desktop and server technologies, e.g. Windows Server Operating Systems, Windows Desktop Operating Systems (10 & 11), Microsoft Office, Microsoft 365, Microsoft Exchange Online, Active Directory, Group Policy, SCCM, Intune, Mitel Telephony, Video Conferencing and Audio-Visual Equipment.

This role comes with an excellent chance of career progression.

This fantastic role comes with a very competitive annual salary which includes an annual review. On top of the bespoke training package, comes with the following benefits: A 10% annual bonus, remote working, annual salary review, 25 days holiday (which will increase to 30 days based upon length of service), private medical insurance, pension and many more.

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