**Important**
A full security clearance is required for this role. Candidates must have lived in the UK for 5 or more years to be considered.
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Location: Birstall (WF17)
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Salary: Competitive
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Contract Type: Permanent, Full Time
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Hours: 07:00 – 19:00 Mon – Sun
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Scheduled: 4 days on, 4 days off
Do you have a passion for providing outstanding customer service? Are you detail oriented with a willingness to learn new technologies? If you answered yes, you should join our friendly team as an Helpdesk Analyst.
Your key objectives in this exciting role will be to provide support for incident resolution and requests that are reported to the service desk, whilst endeavouring to exceed our customers’ expectations by consistently providing a best-in-class service. You will also ensure that all agreed SLA’s and KPI’s are met and exceeded wherever possible.
Some of the key responsibilities include:
- Providing support for incident resolution and requests reported to the Service Desk
- Coordinating the initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components
- Ensuring all cases are accurately categorised, prioritised and diagnosed
- Logging all cases using the call logging system and consistently providing the appropriate level of detail for each case
- Providing customers with regular updates as required in line with our agreed SLA’s
- Meetings and exceeding KPI’s measures set by your line manager
- Liaising and managing with any 3rd Party Suppliers
Required Skills & Competencies
- Previous Helpdesk experience providing 1st line technical support.
- Basic IT Skills including MS Office
- Willingness to learn new technologies
- Excellent written and verbal communication skills
- Keen attention to detail
- Ability to work in a fast-paced environment
Bonus Skills (Not Required):
- Knowledge of Windows Server
- Knowledge of Microsoft Office 365 / Microsoft Azure
- Knowledge of Active Directory
- Basic Networking Skills
- Telephony system administration – Mitel, Gamma Horizon, Skype for business
- Knowledge and experience working with ITSM tools such as Service Now
- ITIL Foundation certification
Some of the key benefits we offer include:
- Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
- Daisy University and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us.
- Hybrid working to ensure work WORKS for you!
- Enhanced family friendly policies – We are here to look after you and your nearest and dearest.
- Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.
- The Exchange – Online discount platform for more than 1,200 retailers.
Interested? Submit your interest today for review and consideration by our friendly Talent Acquisition Team!
