service desk analyst Sheffield, England
Job description
IT Service Desk Analyst
Place of work: Sheffield - UK (On-site) / Duration: Permanent / Hours of work: Monday – Friday office hours
About the Company and the Role: Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion Group you will work directly on a client site working closely with the in-house team to provide the best possible technical service and customer experience that the client requires. As an organization, we offer all our employees access to an online training platform, career progression and a supportive environment.
IT Service Desk Analyst will be responsible for level 1 tickets raised by our clients.
Providing high-quality customer support services and technical assistance with a high level of accurate diagnosis and resolution.
The role is an excellent opportunity to develop and advance skills.
Position Responsibilities:
This role involves the following:
- Be the point of contact for technical queries from our customers
- Meet or exceed the SLA’s provided by customers
- Ensure a high level of service and customer satisfaction
- Level 1 diagnostics and resolution on desktop/laptop software and hardware in a Win 10 environments
- Supports standard desktop applications and operations
- Invoke escalation procedure both in a prompt and timely manner to other levels of support
- Log calls accurately update and close tickets in service desk application (SNow)
- Document technical fixes and procedures
Technical Competencies:
Working and supporting knowledge of the following:
- Level 1 technical services experience
- Good problem-solving skills
- Excellent communication skills (Communication to customers verbally and written is mandatory)
- Windows 7/8/10 desktop support
- An understanding of end user services (Hardware, software, Office 365, MS Teams, AD, Exchange)
- Troubleshooting and problem-solving skills
- Excellent attention to detail
- A good understanding of Service Management framework, processes (ITIL) and using service desk tools (SNow) would be an advantage
- Experience of working in an IT environment
Our Company, Auxilion – About Us
Work matters. It’s where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey.
Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
Job Types: Full-time, Permanent
Salary: £21,000.00 per year
Benefits:
- Casual dress
- Company events
- Cycle to work scheme
- Employee mentoring programme
- Free flu jabs
- Gym membership
- Health & wellbeing programme
- Referral programme
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Sheffield: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Will you require now or in the future a visa sponsor?
Experience:
- Technical support: 1 year (required)
- Customer service: 1 year (required)
Work Location: In person
Reference ID: 131466
