ITSM Service Desk analyst is a key role in our 1st line support desk, ensuring colleagues across the business are supported in their requests into Business Technology. Whether it's our CRM applications or hardware, the role holder will play a key part in helping resolve requests to a satisfactory conclusion and support colleagues improve our service ongoing. The role is based in our Birmingham office.
Provide first-level technical support: Respond to incoming support requests via phone, email, walk up or ticketing system. Troubleshoot and resolve hardware, software and net-work related issues within agreed SLAs. Escalate complex problems to the appropriate IT teams if necessary
Perform Incident Management: Log all support requests and incidents accurately and thoroughly in the ticketing system. Prioritise and categorize incidents based on urgency and impact. Ensure that incidents are resolved within agreed-upon service level agreements (SLAs)
Assist with software and hardware installations: Install, configure, and upgrade software applications and operating systems on end-user devices such desktops, laptops, printers, and other peripherals
Provide user training and guidance: Educate end users on basic IT procedures, such as password resets, software usage, and system access. Create and maintain user documentation and knowledge base articles to facilitate self-service support
Maintain Inventory and asset management: Track and manage IT assets, including hardware, software licenses, and peripherals. Conduct regular audits to ensure accurate inventory records and compliance with licensing agreements
Collaborate with IT teams: Work closely with other IT teams, such as network, systems and security, to resolve complex technical issues. Provide accurate and detailed information to assist in problem resolution and root cause analysis
Ensure excellent customer service: Deliver exceptional customer service by providing timely and effective communication, setting realistic expectations, and following up on support requests. Maintain a professional and courteous demeanour when interacting with end-users
Stay updated on technology trends: Keep abreast of emerging technologies, industry best practices, and IT service management frameworks. Continuously enhance technical knowledge and skills through training and self-study
Adhere to a continuous improvement culture, share knowledge with peers and take responsibility for updating the Knowledge Base where appropriate
Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral
Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important
Recognition – Highlighting and rewarding the great work our people do
Making a Difference – we provide opportunities to help our people make a difference to the causes they care about
OneAdvanced are one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
To learn more about working at OneAdvanced please click here
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