IT Service Desk Analyst

IT Service Desk Analyst

Location: Bootle, Liverpool office based

Job type: Full time, permanent

Shift / hours: 37.5 hours per week, Monday-Friday

Ref: (00)547

Telent are looking for an IT Service Desk Analyst to join the busy Network Services team at our Bootle, Liverpool office, due to support new work as part of our Managed Service offering. This is an office-based role, and will see you work Monday-Friday between the hours of 08:00am-5:00pm.

We are looking for someone that has a passion for IT, an intrigue of installing applications / software / IT related hardware, and get involved in crucial business operational tasks like resetting passwords, setting up printers / hardware / applications or software etc.

When you join our IT Team at Telent, you'll be empowered to innovate and drive common solutions, working closely with technical experts who are proud of the impact their work makes. Come and join a high-performing team that are dedicated to complex and critical tasks. Help us build and keep the nation's critical infrastructure connected and protected.

IT Service Desk Analyst - What you'll do:

• You will be responsible for full end to end incident management of incoming IT related issues, providing technical and non-technical assistance to diagnose, resolve and escalate IT related incidents and requests to relevant contacts / team members
• The IT Service Desk Analyst will also be dealing with a broad range of IT faults and working to strict SLA's and KPI's
• Maintain the rapport with customers by demonstrating a detailed understanding of and delivery of their support requirements
• Liaise pro-actively with suppliers/partner vendors, and escalate issues where necessary to ensure timely call resolutions to achieve customer specific SLA's
• Understand and proactively operate the "Escalations Procedure"
• Resolve incidents and complete requests, again, in line with customer SLA's
• Consistently meet Service Desk Key Performance Indicators (KPI's) as set by the Service Centre Manager
• Act as the 1st point of contact for new incidents, requests, and queries raised by Telent customers and external customers over a wide range of platforms via Telephone, email, B2B and customer portals
• Take responsibility for ensuring that excellent customer service is provided consistently
• Follow up actions in a timely manner
• Provide regular customer updates and fulfil any promises that are made
• Attend training sessions where applicable
• Order spare parts via an internal logistics application process where required
• Schedule in Field Engineers / Field Engineering resource as appropriate for any escalations

IT Service Desk Analyst - Who you are:

We are looking for a customer service driven IT Service Desk Analyst (or an experienced IT Service Desk Analyst / Engineer) to join our fast-paced IT service desk team that provide a 65% and above 1st time fix. We are looking for someone that has a passion for IT and/or IT infrastructure, an intrigue of troubleshooting, fixing or installing applications / software / IT related hardware, and getting involved in crucial business operational tasks like resetting passwords, setting up printers / hardware / applications or software etc. We will be providing ongoing support and development, so the ideal candidate will be open to learning and being trained on the job. Communication is a key element of the role, and being able to resolve any incidents and requests directly with the customer.

IT Service Desk Analyst - Key requirements:

• Experience of working in a demanding environment like Retail, Service Desk, Public Sector or Customer Service
• Confident with call handling / taking inbound calls
• Previous or current experience of 1st Line troubleshooting / fixing of IT requests / faults
• A passion or strong interest in IT and fault fixing / troubleshooting
• Computer literate and a confident user Microsoft Word, Microsoft Teams, Microsoft Outlook, Microsoft Excel
• Confident in working towards targets / KPI's
• ITIL Awareness (desirable)

Telent - What we offer:

A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.

We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.

The additional benefits with this role:

• Overtime options
• 26 days annual leave, plus public bank holidays, and the option to buy or sell five days each year
• Company matched pension scheme
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme

About Telent:

Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology of the UK's critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you'll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You'll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.

Brilliance brought together.

We are guided by our values and behaviours:

• Be Inclusive
• Take Responsibility
• Collaborate
• Be Customer-focussed