Service Desk Analyst
- Job Type: Full-time
- Location: Peterborough
- Working Arrangement: Hybrid (2-3 days on-site)
We are excited to offer a fantastic opportunity for a Service Desk Analyst to join our team in Peterborough. The successful candidate will provide front-line technical support to users, addressing various technical issues related to hardware, software, and peripherals. This role requires excellent problem-solving skills to diagnose, evaluate, and resolve complex situations, or escalate them to the appropriate IT staff when necessary.
Day-to-day of the role:
- Respond to and resolve technical support requests from business customers, ensuring a high level of customer satisfaction.
- Diagnose and troubleshoot hardware, software, and network issues efficiently, using various tools and techniques.
- Develop and maintain comprehensive and accessible technical documentation for team members and users.
- Adhere to established service desk processes and procedures to ensure consistent and high-quality service delivery.
- Prioritise and manage multiple support tickets in a high-pressure environment, ensuring timely resolution within SLAs.
Required Skills & Qualifications:
- Proven problem-solving skills to diagnose, evaluate, and resolve complex technical situations.
- Ability to escalate or route issues to appropriate IT staff members effectively.
- Experience in resolving tickets in a timely manner within SLAs.
- Strong communication skills and a commitment to delivering high customer satisfaction.
Benefits:
- Competitive salary.
- Hybrid working model, allowing for a balance between on-site and remote work.
- Opportunity to work within a supportive team that motivates and challenges.
To apply for this Service Desk Analyst position, please submit your updated CV and a cover letter detailing your relevant experience and why you are interested in this role.