Job Description

Service Desk Analyst

Duration: 3 Months

Location: Manchester

Rate: £14.80 per hour

Start: ASAP

IR35 Status: Inside

A Service Desk Analyst is required for our higher education client to support both staff and students with critical support by telephone, in-person via the support desk and through their digital platform.

You will handle your own queue of customer calls and ticket with guidance and support from the rest of the team. You will be making decisions about how to best resolve issues and fulfil peoples’ needs. You will be part of a dedicated team who makes technology less intimidating for our colleagues and ensures that IT continues to enable the pursuit of knowledge and learning. The work is varied throughout the year and involves primarily answering telephone calls as well as working on the In-Person IT Support Desk and dealing with self-logged tickets.

Experience/Skills required:

As the Service Desk Analyst, you will possess previous experience of working in a service desk environment

• Be proficient in everyday desktop software.
• Consistently apply appropriate attention to detail and quality standards to all tasks undertaken and ensure that nothing is overlooked.
• Communicate effectively in person, on the phone, and via emails.
• Confident with techniques for identifying, gathering and validating customer needs in the delivery of IT services.
• Possess an aptitude to solve problems and think on your feet and as well as being confident to ask for help to decide on the best course of action.

• Enjoy being part of a collaborative team where work and knowledge are shared, and everyone supports each other.
• Be passionate about working in a diverse and inclusive environment where our values inform decisions and behaviours.

Must possess excellent communication and interpersonal skills and have strong values around hard work, customer service and reliability and are IT proficient/competent.

The role will cover 1st Line Service Desk calls/incident logging and remote support fixing to 1st line, Windows 10 experience

When working on the service desk the role will require you to receive and handle requests for support, following agreed procedures and promptly dealing with or allocating calls as appropriate; whilst ensuring relevant records are maintained.
Previous 1st Line helpdesk/service desk experience
Windows 10 Call Logging, Proficient with remote fixes
Excellent communication skills and patience when dealing with customers
Desirable would be any Heat or Landesk skills too. 

To apply to this role please call Joanne Stanley - Tel: 01675 468926 or email: joanne.stanley@certes.co.uk

Certes IT Service Solutions welcome applications from all sections of the community and from people with diverse experience and backgrounds