We have a fantastic opportunity for an IT Service Desk Analyst to play an instrumental role in our onsite IT team. We are looking for someone who has excellent customer service skills and ideally prior experience in a 1st line IT support role or service desk environment.
But if you’re passionate about technology and a natural problem solver, then we can help you become an IT IT Service Desk Analyst.
Logging all requests accurately and to a high-quality originating from our portal, e-mails, telephone and face to face
Provide 1st line technical support
Responding to service requests
Acting as customer liaison and delivering an excellent customer experience
Take ownership of user requests and be pro-active when dealing with user issues
Providing updates to the customer on the progression of their call
Administration of required systems and documentation
Liaising with 2nd and 3rd line support teams and 3rd party / vendor support teams
Escalating calls where necessary, monitoring 2nd and 3rd line SLA’s
Log all incidents on the service desk system
Keep the IT asset register up to date
Who are we looking for?
The successful candidate will have :
Office based Customer Service skills
Empathy and understanding of customer needs
Effective organisation and time management skills
A good technical understanding of computers, networks and communications systems
Exceptional attention to detail
Ability to work accurately under pressure
Excellent communication and interpersonal skills
Working knowledge of Windows 10, O365 & Active Directory
What you get from us?
Working for Citation you will receive 25 days holiday, corporate gym membership discounts, private healthcare, your birthday off work, the opportunity to purchase extra leave, pension contributions and more.
It’s a great place to work because of the people we employ. Fun, professional and supportive, we want likeminded individuals who love to love their job (no mood hoovers’ here thanks!).
So, if our culture sounds like a good fit for you and you want to be part of our success story, then send us your details.