IT Service Desk Analyst Durham, England
City IT
Full Time
Durham, England
23500 - 26000 GBP ANNUAL Today
Job description
About CEF:
At CEF we have a bold ambition for growth. We are passionate about delivering an unrivalled service for our customers and providing a strong culture with career opportunities for our people.
Across IT we are on an exciting mission to ensure we harness our growth opportunities by designing our technology architecture and solutions for constant evolution. We recognise that technology and data are at the forefront of enabling our business to better serve our customers today and in the future.
We have a fast-growing technology team delivering a portfolio of transformative work, expanding our digital options, and upgrading and future-proofing our systems to place us at the forefront of the marketplace.
We believe that teams who design, own and run our technology solutions are more connected to the value they create.
We are always looking to improve, collaborate and innovate and this is where you come in…
We are looking for a motivated and customer-oriented individual to join the Infrastructure and Operations team as an IT Service Desk Analyst.
About the role:
As an IT Service Desk Analyst, you will be an integral part of our IT support team, ensuring our users receive timely and effective technical assistance. Your dedication to customer service and problem-solving skills will contribute to the overall productivity and satisfaction of our employees.
Your role will be to the first point of contact for our internal business users, providing technical support and troubleshooting assistance for IT-related issues. You will be responsible for logging and tracking incidents through a ticketing system, resolving problems, and escalating complex issues as necessary.
Essential experience
- Previous experience in an IT support/ Customer Service role.
- Excellent customer service and communication skills
- Strong knowledge of desktops, laptops, mobile devices, operating systems (Windows, macOS), and common software applications (Microsoft Office, email clients, web browsers, etc.).
- Strong problem-solving and analytical skills, with the ability to prioritise and manage multiple tasks both independently and collaboratively.
- Flexibility to work in shifts and participate in an on-call rotation if required.
Beneficial skills and experience
- Familiarity with ITIL principles and best practices for incident management, problem management, and service request management.
- Knowledge around printers and printer servers (specifically OKI or Brother)
- Comptia+ or similar certification.
