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Service Desk Analyst (24/7, Days & Nights)

  • Location: Nottinghamshire
  • Salary: Up to £26000.00 per annum + Includes 20% Bonus + Benefits
  • Job type: Permanent
  • Sector: IT & Information Security


Service Desk Analyst (24/7 Team, Day & Nights)
I am working with an industry leading telecommunications organisation based in the Ruddington area. They are in the market for an ambitious Service Desk Analyst to join a very successful team delivering 1st line Support to both customers and resellers for their voice and data products.

This role is within the 24/7 team and will involve shift patterns. The shift patterns are as follows:-

4 Days on at 7am - 7pm, then 4 days off, then 4 nights on - 7pm-7am.

(There is the option to work just nights if that suits you)

Service Desk Analyst Responsibilities

  • Once a support case has been established, through the helpdesk, you will help to resolve or assign to a Technical Support Engineer with agreed timescales for communication and resolution;
  • During the life cycle of the case the engineer will ensure all SLA's are met through timely resolution and effective communication;
  • Use the CRM system to maintain real time accurate reporting of support cases;
  • Escalate the more challenging cases to support management;
  • Highlight areas of risk as soon as they are apparent;
  • Detail problem reproduction on support test labs;
  • Work with the team to ensure daily case load is well managed;
  • When required respond to incoming support calls and route as needed to assigned support engineers and/or create new cases during the initial customer conversation;
  • Triage 3rd line faults with development and see them through to resolution;
  • Onsite attendance to resolve the issue when required;
  • To work with the team to cover 24/7 rota (if contractually required);
  • Any ad-hoc duties as are reasonably requested by the business.



Service Desk Analyst Skills & Experience

  • Excellent Customer Service Skills
  • Work in a fast pace environment
  • IT knowledge and Background of CRM
  • Excellent knowledge of Service Desk
  • Time Management / Prioritisation
  • Problem Solving
  • SLA 80% Case Closure
  • 100% number of active cases daily updates
  • 2 Knowledge articles per month



Service Desk Analyst Package

  • £26,000 including a 20% shift bonus!
  • Paid Overtime as well so the potential earnings could be huge
  • 33 days holiday (25 personal plus bank holidays)
  • Additional Day Off on your birthday
  • Pension (3% employer contribution)
  • 4 x salary Life Assurance
  • Health Cash Back Plan (Company funded)
  • Employee Assistance Programme (Company funded)
  • Childcare Vouchers (Salary Sacrifice)
  • Business Mileage (25p per mile)



Service Desk Analyst How to Apply

If this sounds like an opportunity for you, do not hesitate to submit your CV. Due to the excitement of this opportunity there will be a lot of applications and we hope you can understand we are unable to contact every applicant so if you have not heard from us within 14 days please take this as you have been unsuccessful.

Service Desk Analyst

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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