Hours of Work

Customer Engagement Team Night Function operates from 7pm to 7am and your rota will require 4 Days on 12 hour shifts followed by 4 Days Off. This is a Nights Only role and will include Weekends and Bank Holidays.

Location

Remote, UK only

About the Role

Are you passionate about technology and customer service? Do you thrive in a dynamic, fast-paced environment? We are seeking a Service Desk Analyst to join our team and provide top-notch first-line technical support to our managed service customers.

In this role, you will be the first point of contact for customers seeking help with IT-related issues, ensuring they receive timely and effective support through phone, email, and messaging platforms. If you're looking for a role where you can use your technical skills while making a real impact on customer satisfaction, this is the job for you!

Responsibilities

As a Service Desk Analyst, your core responsibilities will include:

• Provide technical support: Be the go-to person for customers seeking assistance via email, phone, and self-service portals, offering a professional and helpful experience.

• Ownership of incidents and requests: Take charge of troubleshooting and resolving user issues, escalating them when necessary, but always ensuring the problem is tracked to resolution.

• Customer communication: Keep users updated on their requests and incidents, ensuring they're informed and confident in your support throughout the process.

• Escalation management: Work closely with internal teams to escalate issues that need further expertise, ensuring smooth handoffs and resolution.

• System support: You’ll use industry-standard ITSM tools, remote access software, and handle daily system management tasks across various platforms (MS Office, Windows OS, Active Directory, etc.).

• Documentation & Knowledge Base: Maintain clear records of issues and resolutions, and contribute to documentation that helps resolve future requests faster.

Your Experience:

We need someone who is both technically savvy and customer-focused. Ideal candidates will have:

• Service Desk Experience: Hands-on experience in a similar role, preferably in a Managed Service Provider environment.

• Out of Hours Experience: The night shift function needs to fit with your lifestyle and it is likely you will have worked in out of hours positions and already be comfortable with this commitment.

• Technical Skills: Proficient with Active Directory, Windows OS (10+), MS Office, iOS/Android devices, and remote support tools.

• Excellent Communication: You can explain complex technical issues in a simple, clear, and professional way to non-technical users.

• Customer-Centric Approach: You enjoy solving problems for customers and know how to keep them engaged and satisfied.

• Proactive and Detail-Oriented: You’re a self-starter who takes initiative and can handle a busy workload while paying attention to the finer details.

• Team Player: You collaborate well with others, helping colleagues and working with resolver teams to address customer needs.

• ITIL v3 Foundation (minimum): A solid understanding of ITIL practices to ensure you adhere to best practices in service management.