it support analyst Doncaster, England
Job description
Polypipe Building Products are currently recruiting on behalf of Genuit Group for a Support Desk Anaalyst.
Role: The Support Desk Analyst role is responsible for being the primary contact for technical support as part of the Genuit Group Service Desk, based out of our Doncaster, Broomhouse Lane site in DN12.
Daily tasks include configuring, installing and troubleshooting a variety of hardware and software solutions, onboarding and offboarding staff members and ensuring the completion of 1st line activities within pre-defined SLAs.
There will be travel to other sites occasionally.
Responsibilities:
- Work with our internal user base via the service desk ticketing system, telephone, direct PC to PC connection or via email to resolve IT service issues against pre-agreed SLAs.
- Ensure that requests for assistance are responded to in a timely manner against pre-agreed SLAs.
- Diagnosing, analysing, documenting and logging support activities coherently in the service desk ticketing system and knowledgebase.
- Following the standard operating procedures for common tasks as well as reviewing and updating as required.
- Using effective guided questioning techniques appropriate to the audience to understand issues reported.
- Collaborating effectively with colleagues at all levels and with different operational roles across all departments of the business.
- Liaising and collaborating with 3rd parties when appropriate - external hardware, software and communications suppliers - to deliver robust and timely solutions.
- Traveling via provided pool car as required to support the other UK sites within the Group, while based at Doncaster.
Requirements:
- Previous experience within a customer service focused role
- Strong written and spoken communication skills, with the ability to work effectively with colleagues geographically dispersed across the UK
- Ability to communicate technical information to non-technical audiences.
- Experience with telephone-based customer support
- Excellent organisational, prioritisation and time management skills.
- Valid full UK Driving License
Desirable:
- Familiar with ITIL principles
- Knowledge of Microsoft O365 and Windows 10
- Previously worked on an IT service desk
Working Hours: This is a full time, permanent position working Monday - Friday 9:00am until 5:00pm.
Polypipe operate an Equal Opportunities Policy. If you are interested in this role, please apply today with your full CV and a member of our Recruitment Specialist team will be touch.
Job Types: Full-time, Permanent
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Life insurance
- On-site parking
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Doncaster, DN12 1ES: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Support Desk: 1 year (preferred)
- IT: 1 year (preferred)
- Microsoft 0365: 1 year (preferred)
- Windows 10: 1 year (preferred)
Work Location: In person
