Service Desk Analyst

JOB DESCRIPTION

About the role
Our IT colleagues are vital to the smooth running and maintenance of the systems that enable The Guinness Partnership to successfully deliver services to our customers and to empower our colleagues to work smarter and more effectively.

We have a new opportunity for a Service Desk Analyst to join our IT Support Team in Oldham on a permanent, full time 35 hour per week basis. We currently operate a hybrid working pattern, where you will work 2 days per week at Bower House, Oldham, OL97LH and 3 days remotely. However, please note the first 4 weeks will be fully office based to complete the mandatory initial training period.

The successful applicant will provide 1st line technical services across the Guinness Partnership for all IT related incidents and requests. As this is a front-line role you will offer a first-class customer experience with every interaction, resolving straightforward problems at first contact.

In this dynamic role you will also be required to manage multiple job queues and third-party supplier calls, ensuring specific types of incidents or requests are assigned to the appropriate individual, team, or manager. You will also be responsible for updating the ITSMF tool and provide support with the objective of restoring normal service as quickly as possible.

What we are looking for
We are a customer-focused organisation so we know that how we do things is just as important as what we do. You will not only be a skilled Service Desk Analyst, but you will also have great customer service skills and a willingness to ensure customers queries are fixed on the first attempt.

You will also be able to demonstrate these essential skills:

• Proven experience as a Service Desk Analyst or similar technical role.
• Excellent customer service skills.
• Proven ability to work methodically, in accordance with agreed procedures.
• Excellent prioritisation skills.
• Strong knowledge of end user hardware and peripherals.
• Able to maintain good supplier relationships.
• Excellent oral and written communications.
• Working knowledge of Microsoft Windows operating systems and Microsoft Office applications.

Essential Qualifications:

• Educated to GCSE level or equivalent.

Desirable Qualifications:

• ITIL qualification or equivalent.
• Microsoft accreditation or equivalent.

If you are interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.

TGPCVL