Service Desk Support Analyst Remote
Job description
For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference.
At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.
How you’ll fit in to the big picture ✨
As the IT Support Specialist, your primary duty is to efficiently manage user queries, IT issues, and requests by logging them into our ITSM tool and ensuring they adhere to SLAs, while also validating and triaging them for further processing. Additionally, you'll be responsible for keeping users informed about the progress of their requests. You'll play a pivotal role in process optimization by continuously analysing, reviewing, and reporting on these processes, fostering improvement through automation, knowledge sharing, competence building, and other organizational enhancements—all within the framework of our required IT skill set.
What you’ll be doing
- Adhere to various management processes.
- Resolve and respond to issues while meeting service agreements.
- Maintain information security standards.
- Record and track incidents and requests.
- Use knowledge base for solutions.
- Escalate complex issues when necessary.
- Communicate progress to customers.
- Contribute to knowledge management.
- Support escalations and keep stakeholders updated.
- Respond to service requests and complete tasks.
- Focus on personal development.
- Follow shift patterns.
- Attend monthly onsite training at boxxe HQ, York.
What experience we think you’ll need
- IT industry or Technical Help Desk experience.
- Basic IT knowledge with a willingness to learn.
- Familiarity with ITSM tools.
- Customer interaction and communication skills.
- Proactive problem-solving abilities.
- Strong verbal and written communication.
- Attention to detail.
- Task prioritization and organizational skills.
At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices.
boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.
What we give you..
Private Medical Insurance through Vitality
Cashplan for your everyday healthcare through WPA
Contributory Pension Scheme
24 Days Annual Leave that increase on length of service & 8 UK Bank Holiday's
- ️Perkbox Membership
Personalised Learning & Development
Progression Path & Support from Leadership
Employee Assistance Programme Available to You and Your Household
Enhanced Maternity & Paternity Leave
Cycle to Work Scheme through Cycle Scheme
Charity Fundraising Events Throughout the Year
11.5 boxxe Community Days a Year
boxxe Community
As an aspiring B Corporation accredited business, boxxe is part of a global community of leaders committed to ensuring business is a force for personal, collective and environmental good. As an organisation, we are defined by making technology human and a core part of our mission is to give back to the wider community of which we are a part. That’s why we created the boxxe Community, which is committed to leveraging the many resources both within boxxe and across our customers and partners to support initiatives that utilise technology to make our communities more inclusive and more sustainable.
In practice, the boxxe Community will provide the skills and expertise of our teams, technology, resources and partners in a wide range of projects. These will include working with our charity partners on improving their digital infrastructure and implementing new platforms to increase their revenue and capabilities.
About boxxe
At the heart of who we are is our conviction that we must make life better with tech. For us, tech has never been about just hardware or software, they are our tools. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drives what we do. We put our people, our customers, our partners and the environment at the heart of everything we do and our people are the difference that makes the difference.
