Job Title: IT Service Desk Analyst Location: Swindon (Hybrid role - 2-3 days a week in the office) Salary: Up to £28,000 + 7.5% on-target bonus Role Overview: We are seeking a highly motivated IT Service Desk Analyst who is passionate about providing outstanding service and resolving IT issues to a high standard.
This role is perfect for a natural problem-solver with the ability to multi-task and prioritize workload effectively.
You will play a critical role in supporting desktop and application issues, as well as continually developing new skills to support a 'shift left' culture.
Key Responsibilities: Deliver exceptional customer service and ensure high levels of customer satisfaction.
Accurately log IT incidents and service requests, managing ticket queues, and ensuring timely resolution within SLAs.
Perform remote troubleshooting using diagnostic techniques and provide high-quality triage of calls.
Support a variety of technologies including Audio Visual, desk & mobile phones, laptops, Microsoft Dynamics, Office 365, and in-house applications.
Make informed decisions on issues that require escalation to management.
Escalate major incidents promptly and clearly, gathering comprehensive details on the incident and its impact.
Contribute to the internal Knowledgebase by creating documentation.
Continuously seek to improve service desk offerings and the overall customer experience.
Qualifications and Experience: Extensive experience as an IT Service Desk Analyst, preferably across multiple organizations or within a service provider.
Strong technical foundation with excellent Office 365, desktop, and application support skills.
Proficiency in troubleshooting technical desktop and application issues.
Good knowledge of Microsoft Operating Systems and Active Directory administration.
Strong customer service ethos, with a passion for delivering outstanding service.
Excellent analytical and problem-solving skills.
Ability to manage multiple incidents and priorities efficiently and calmly.
Strong communication skills, both written and verbal, with a professional telephone manner.
Proven ability to take ownership of problems and see them through to resolution.
Ability to work under pressure, meet strict deadlines, and maintain attention to detail.
Experience working in a Financial Advisors or FCA regulated environment is preferred.
Knowledge of ITIL V3 or V4 and experience using Assyst is desirable.
Benefits: 25 days holiday + bank holidays, with the option to buy up to 10 additional days.
Pension scheme: contribute up to 5% and the company will match it, plus an additional 5%.
Critical illness cover.
Income protection: 1x salary.
Death in service: 4x salary.
Bonus scheme: 7.5% on target bonus.
Flexible benefits, including private medical insurance, dental insurance, and more.