We have an excellent opportunity for a 1st Line Service Desk Analyst to join this multi-award-winning cloud and managed services provider based in Milton Keynes.

About the company
Our Client serves organisations on a global scale and is renowned for designing and delivering game-changing technology solutions to some of the world’s leading businesses and have been optimising technology within fast-moving industry sectors for over 15 years.

Having officially certified as a Great Place To Work they offer an attractive salary and benefits package, along with an unrivalled training and qualification programme and career path. They continue to grow and invest in their technical services team, encouraging them to advance their technical certifications. Each specialist has or is close to achieving the highest qualifications in their field.

About the role
As a 1st line Service Desk Analyst, you will be responsible for:

• Triage and action appropriate requests for service, following ITIL agreed processes and procedures
• Prompt allocation of incidents to the appropriate resolver groups within agreed SLA timeframes
• Identification and classification within ITSM for all incident and request types
• Accurate and efficient tracking of incidents until resolution working and collaborating with all resolver groups
• Acknowledgement and ownership of incoming client and personnel queries remotely via email and phone, or internally at the office
• Prioritising tickets and escalating priority issues to relevant stakeholders within agreed SLA timeframes
• Coordination of major incident bridge calls between relevant stakeholders and undertaking relevant actionable ITSM updates
• Maintaining coherence to (SLA) with all relevant resolver groups via all ITSM dashboards
• Identification of service interruptions through proactive event monitoring - performing initial triage checks and informing relevant technical resource
• Creation of training manuals and FAQ materials for easy-access end-user guidance
• Documenting processes and procedures while maintaining service desk knowledge management
• Engagement and collaboration with internal departments to ensure that customer needs are met and best in class is maintained
• Keeping informed of advancements in company's IT technologies and additional roadmaps

About you
To be successful for the role of 1st line Service Desk Analyst you will be / have:

• At least one or two-years’ experience in an IT performance analysis and end-user support role
• In-depth and current knowledge of computer programs and hardware
• Good proficiency in customer relationship management (CRM) and task management software
• Strong customer service and soft skills
• Exceptional analytical and problem-solving skills
• Advanced collaboration, communication, and interpersonal skills
• Excellent organizational and time management skills

About the rewards
For the role of 1st line Service Desk Analyst the hours of work operate on a rotational pattern of early shift and late shift. Both shifts run Monday-Friday. Early shift: 8am-4pm and Late Shift: 2pm-10pm.

There is on offer a salary of £25,000 -£30,000 per annum depending on experience plus competitive bonus and company benefits including:

• 25 days holidays plus Bank Holidays
• Discretionary Bonus Scheme
• Company Pension
• Private Medical
• Technical Training
• Career Development Plan
• Various Salary Sacrifice schemes
• Perkbox

How to Apply
Please note that eRecruitSmart is advertising the role of 1st line Service Desk Analyst on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to.   Please only apply if you consent to these terms.

You must have eligibility to work in the UK.   Please note, only suitable applicants will be contacted.  If your address and contact details are not on your CV, you will not be considered.

We look forward to hearing from you!



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