Service Desk Analyst London, England
Job description
At Octopus, we’re entrepreneurs and we’re investors, on a mission to back the people, ideas and industries that will change the world.
We think working here is great, but we’re understandably biased. Click here to explore Life at Octopus.
What’s in it for you?
As a Service Desk Analyst, you play a pivotal role in the end user’s technology experience. You are the first impression the end user has of the technology team and you hold keys to great customer experience.
This is a genuinely exciting and rapidly growing business. You can expect excellent cross-training and development opportunities within an agile technology function, that is both high performing and very social.
The team
Reporting to a Service Desk Team Lead, you’ll work in a team of 3 people and wider 1st and 2nd line team of 14.
What will you be doing?
- Deliver the primary point of contact for inbound incidents/service requests, triaging tickets and providing first contact resolution (FCR).
- This is a technical Service Desk role, and you’ll be solving problems and processing requests via email, & live chat.
- You’ll dispatch & track escalations to various IT Operations teams, whilst receiving continuous learning opportunities from these teams as you grow and develop in your role.
- Communication and customer experience is everything and this will be at the heart of what you deliver every day.
Ideally, you’ll have
✅Some previous experience in a Service Desk role or more general IT Support, within an enterprise environment
✅ Experience providing a customer service lifecycle experience
✅ Knowledge of computer hardware and peripheral devices
✅ Good knowledge of Windows Operating Systems
✅ A genuine love of technology and understanding how this work, and sometimes why they don’t.
We encourage you to apply even if you don’t tick every box. What’s the worst that can happen?
This role will evolve as we grow and develop. So, if you are looking for a challenge in a fast-paced and dynamic business, we can deliver on that.
Additional Information
What we offer
A competitive salary, bonus, pension and share incentive plan
✈️ Untracked holiday
Hybrid working – most of our people spend 50% of their time in the office
- Anchor (our wellness hub) which includes Headspace, one to one coaching through Wellness Cloud, Digital GP, Shout & more
❤️ Life insurance, critical illness cover and income protection
Private medical insurance for you and your family
Electric vehicle leasing
The option to work overseas up to a month per year
Our Values
At our core, we believe that how a company behaves is just as important as what it does. That’s why we chose to become an accredited B Corp (the equivalent of a Fairtrade coffee stamp but for companies) and to change our Articles of Association so that the interests all our stakeholders – employees, customers, communities, environment and shareholders – are considered in every decision we make.
We’re committed to creating a diverse and inclusive employee experience for all. We promote equal opportunities for growth and development regardless of race, gender, religion, sexual orientation, age, disability, or socio-economic background. We believe strongly that teams are at their best when every member of the team feels safe to bring their whole self to work.
