My client is a global leader for research and education in technology and management, offering superb opportunities for Service Desk Analysts, joining the technical service desk team providing internal support and advice on a wide range of complex IT services.As an employer, they pride themselves on their excellent Diversity, Equality and Inclusion policies and are ranked in the Top 30 Familiy Friendly employers.

You will be able to seamlessly fit into an established team and use your excellent interpersonal and communication skills to deliver superb levels of customer service.  The successful candidate will be a skilled problem solver and find reward in helping users resolve their issues.  There is an excellent career structure and reward package available including an attractive remuneration structure and benefits.

This is busy desk with a broad and complex IT environment and you will be dealing with a wide range of differing problems and solutions, so no two days are the same and would suityou if you are keen to avoid the mundane!

Key Deliverables

The purpose of the Service Desk is to provide users with technical support and advice regarding a wide range of systems (desktop, laptops, tablets, smartphones, audio-visual, desktop software and hardware, multi-function printers/ copiers/scanners), resolving as many incidents and requests on first contact as possible and managing all calls to ensure resolution within target service levels

• Supporting PCs (Windows and Linux), mobile devices, telephony, hardware, web/video conferencing, and user access problems. 

• Diagnose and resolve complex IT issues and requests, including technical support for BYOD environment

• Liaising with internal and external departments to provide incident resolution.

• Logging and managing all calls – working to SLAs, escalation where required and keeping the customer informed

• Building laptops / PCs

Experience required

• Minimum of two years’ experience in a technical support environment

• Significant experience in a customer service role.

• Excellent relationship and stakeholder management skills

• Passion for delivering a high quality customer service experience and ongoing service development

• Able to work own initiative and work without supervision

• Manage conflicting priorities

• Well-developed analytical and problem solving skills

• Strong interpersonal and  proven communication skills

• Proactive team player with an enthusiasm for problem solving, planning and prioritising a complex and varied workload.

• Possess the confidence to deal with difficult situations, capable of engaging and building rapport

• Educated to HND level (ICT or related area) or equivalent experience.

If you are an experienced technical support professional / service desk analyst with excellent interpersonal skills and a thorough, methodical and flexible approach, then we need to talk! 

For further information and an initial discussion please call Keith Wilkins today or send your CV for review.  

Please note that every application received is personally reviewed by our specialist team and it does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance. 

Applicants must be eligible to live and work in the UK to apply for this role.

SDI/Avocet Strategic Resourcing is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.