Service Desk Analyst
This role provides 1st line technical support to our customers, troubleshooting problems remotely (by telephone, email or remote access) or scheduling Field Engineers to provide on-site break-fix support.
The KFP helpdesk is open 24 hours a day, 7 days per week (excluding Christmas Day). This position works 12-hour shifts (8am-8pm or 8pm-8am) in a 4 on 4 off pattern. As this role includes working 8 of the bank holidays, the holiday entitlement is increased to 33 days over the standard 25 to compensate.
Your key tasks and responsibilities will include:
- Ensuring tickets are resolved in accordance with service level agreements (SLAs)
- Scheduling Field Engineers for site visits when problems cannot be resolved remotely
- Always providing excellent customer service, striving to exceed client and business expectations
- Liaising with other internal departments and external partners to resolve tickets when required
About you for the Helpdesk Analyst
You will have experience troubleshooting IT problems and supporting IT hardware - including printers, laptops, desktops, and mobile devices - gained either through a previous role or through study (for example, a college or university course), as well as excellent customer service skills. This role is fast paced so you should feel comfortable prioritising and working with multiple conflicting deadlines.
To be successful in this role, you will be a keen problem solver and have an eye for detail. You will frequently be required to communicate with internal and external stakeholders at all levels, so you should also have excellent written and verbal communication skills.