Service Desk Analyst

Are you a problem-solver with a passion for tech? We’re seeking a dynamic Service Desk Analyst to dive into exciting challenges and deliver exceptional support.

• Investigating reported errors with customer and internal systems to determine cause and corrective action/workaround required within agreed Service Levels.
• Receiving & logging incident/request call information from our customers into the fault logging system, ensuring all details are accurate and meaningful and correspond to agreed Service Desk procedures.
• Liaising with third party technicians to assist with resolution of incidents.
• Diagnosing hardware faults and providing support to third party engineers to resolve.
• Managing communication to end users on progress of incidents.
• Ensuring agreed escalation procedures are adhered to and appropriate personnel are informed of high priority or potentially high-risk customer fault calls.
• Identifying and documenting as necessary, new technical reference material, ensuring any improvements identified are included into the overall support framework.
• Undertaking project work as required.
• Being responsible for the compilation and distribution of statistics and reports as necessary.
• Providing technical support and guidance to colleagues and peers.
• Leading and monitoring shift performance as necessary.

This is not an exhaustive list of duties and the post holder may be requested to undertake additional duties as required

We want our people to embrace opportunities and to grow with our business.  Although this is a general summary of the principle responsibilities of the role and the level of knowledge and skill typically required, you may get involved in other activities and you should therefore not consider this to be an exhaustive list.

You will need to bring:

• Excellent oral and written communication skills with the ability to communicate effectively at all levels.
• Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers.
• Ability to manage own work load, with good planning and organisation skills.  Understands the difference between ‘urgent’ and ‘important’ and prioritises accordingly. Uses own initiative.
• Logical problem-solving skills.
• Able to determine when it is appropriate to invoke escalation processes.
• Methodical and analytical approach to problem solving
• A good level of general education, including a minimum Level 3 (or equivalent) qualification in an IT-relevant discipline.
• A minimum two years’ experience working in an IT-related environment, preferably on a technical Service Desk.

We’d like it if you could bring:

• ITIL v.3 Foundation certificate, or experience of ITIL methodology.

Technical Requirements:

Required:

• Familiarity with Apple iOS and Windows operating system platforms
• Experience in supporting email solutions, including Outlook and Lotus Notes
• Knowledge of using Active Directory in a business environment
• Basic understanding of network setups, configuration and troubleshooting
• Experience of using remote support tools (VNC, RDP, etc.)

Desirable:

• MSSQL Server Administration (Backup, Restore etc) and writing/executing SQL queries
• Basic understanding of Linux and Unix operating systems
• Previous Experience of Supporting EpoS Systems

• Flexible working – To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important events

• Holidays – In addition to the public holidays, we provide 25 days paid holiday per annum. We also offer the option to purchase up to five days of annual leave.
• A flexible pension – We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner
• Company sick pay – We offer piece of mind when you are ill with an enhanced Company Sick Pay policy
• Family benefits – We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave
• Financial, physical and wellbeing support – To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme
• Access to a discount platform – Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations
• Professional subscriptions – We offer reimbursement for professional subscriptions to a relevant institution if it’s required to perform your job role
• Charity giving – support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay
• Electric Dreams salary sacrifice scheme in partnership with Octopus EV – An easy to manage and affordable way of leasing a zero-emission electric vehicle
• Cycle to work scheme – Make the most of this tax efficient scheme to improve your commute to work
• Rewarding long service – We provide gifts to our employees who achieve milestone years of service working as part of our team

If you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway! Research suggests that certain groups of the population will apply for a role if they meet 60% of a roles requirements, while others will only apply if they hit 100% - we encourage applications from anyone with the skills, experience and attributes that will make you a great addition to both the role they are applying and the company overall.

Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.