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Service Desk Support Analyst

  • Ref: LS3493

Cathedral Appointments are seeking an experienced Service Desk Analyst to join our client, a leading IT service provider in Exeter. This is a permanent position, and the purpose of this role is to provide remote and occasional on-site technical support to customers. You will be the first point of contact when customers require assistance, and will be comfortable communicating by telephone, email and Instant Messenger. 

Service Desk Support Analyst responsibilities include...

  • Provide excellent customer service and be a trusted advisor to our client’s customers
  • Acting as the first point of contact for customers and internal staff, responding in a timely manner and following the correct processes to understand queries
  • Take ownership for resolving issues passed to you and effectively manage your workload
  • Escalate technical issues that are outside your remit/skillset
  • Ensure that you adhere to varying customer contractual agreements and understanding SLAs
  • Manage and document the returns process for any damaged equipment

Service Desk Support Analyst requirements include...

  • First class customer service skills
  • Ability to troubleshoot technical issues
  • Familiarity working in SLA environments
  • Solid understanding of Windows Desktop computers, laptops and servers, networks and printers
  • Competent in providing remote support
  • Ability to articulate a technical fault to a non-technical audience
  • Basic understanding of Windows Server administration is highly desirable
  • Familiarity with server management tools is highly desirable
  • A full UK driving license as on-site support may occasionally be required

The successful candidate will be able to demonstrate excellent interpersonal skills and be able to build a rapport over the phone. You will be proactive in resolving technical issues in a timely manner to ensure an excellent customer experience. If you have the skills and experience required, we would love to hear from you.

Benefits

  • Competitive salary
  • Mileage Allowance
  • 23 days Holiday a year (plus Bank Holidays) rising to 28 days (plus Bank Holidays).
  • Training and development opportunities
  • Childcare Vouchers
  • Cycle to Work Scheme
  • Personal Pension Plan

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