Service Desk Analyst

Service Desk Analyst / Support Analyst – Kisdgrove, Staffordshire
Support Analyst, Helpdesk Analyst, 1st Line / 2nd Line, ITIL, Support Desk, Service Desk, Incident Management
Salary – 24k plus benefits
This leading organisation based near Kidsgrove, Staffordshire but easily commutable from Stoke-on-Trent, Alsager, Crewe etc are looking to add a Support Analyst to their busy Service Desk. You will provide 1st & 2ND Line Support where needed. You will provide their customers with excellent IT service delivery including Incident, Problem, Change and Release Management processes along ITIL best-practice guidelines, focusing on break-fix and maintenance tasks as well as general user support.
Excellent communication skills are a must with the ability to work in a fast-paced environment.
Core skills & experience

  • Providing telephone, email technical support as part of the IT Service Desk
  • Liaising with our technical team to resolve customer faults and queries.
  • Logging and progressing customer faults or development requests in their internal ticketing system.
  • Where the alerts are caused by customer operations be proactive in managing customers to resolving them
  • Supporting the incident management process to ensure all incidents and service affecting issues are resolved and concluded as per defined processes and within internal KPI’s.
Core skills/requirements: 
  • Minimum of 2 years’ experience in a similar Service Desk / Help desk role
  • A strong customer service / Service desk experience
  • Excellent communication skills, both written and verbal with a polite telephone manner
  • An aptitude to work in the solution with a pro-active attitude
  • Understanding of ITIL and service desk best practices
The ideal candidate will be able to work to deadlines, think on their feet, take responsibility and work under their own initiative. An excellent inter-personal manner is essential, always adopting a clear, positive, friendly but decisive approach. You must be able to work both on your own and as part of a team.
Please send your cv to be considered.
Key words; Support Analyst, Helpdesk Analyst, 1st Line, 2nd Line, Network Support, Support Desk, Service Desk, IT Security, ITIL, Kidsgrove, Staffordshire, Stoke-on-Trent, Alsager, Crewe

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Erin Associates Ltd is acting as an Employment Agency in relation to this vacancy.

Location: Kidsgrove, United Kingdom

Employment: Permanent

Salary: £22000 - £24000 excellent benefits