Job Description

1st Line Service Desk Analyst
Location: London
Employment Type: Full-time
PCD290098

Role Overview
In this role you will join our Service Desk function where you will be the first point of. You will be assisting users with hardware and software problems via phone, email and a ticketing system, as well as ad-hoc desk side support. Furthermore, this role will focus on providing application support to our industry leading bespoke CRM that provides all our staff with tools they need to be successful.

Skills and Experience
Our requirements are as follows:
• A keen interest in technology and computing.
• Excellent communication skills with a professional approach to customer services.
• Strong time management skills.
• Ability to remain calm under pressure during challenging times.
• An intuitive and methodical approach to diagnose hardware and software faults in desktop PC’s, printers and mobile devices.
• Ability to develop and maintain strong customer relationships.
• Exceptional customer service skills including experience of dealing with diverse customer groups.
• Proficient in administering and maintaining desktop operating system 10 and desktop operating system environments.
• Proven knowledge of enterprise applications and identity directory service.
• Experience troubleshooting basic network, software and printing problems.

Key Responsibilities
• Administration of user accounts and permissions across AD and our in-house CRM software.
• Deliver a high level of professional customer service on the phone and face-to-face when necessary.
• Log all calls and resolutions to the service desk logging system.
• Support users in the use of computer equipment and peripherals including telephone and mobile devices by providing necessary training and advice.
• Where relevant, arrange for external support when incidents cannot be resolved in-house.
• To escalate more complex issues to relevant IT support staff.
• Maintain an organised daily structure, working to assigned jobs within an adequate time frame.
We Offer:
• Comprehensive induction programme.
• Ongoing mentoring and training, including access to external training programmes.
• Great career opportunities.
• Exposure to diverse aspects of the business.
• Vibrant company culture including paid-for social events.
• Diversity and inclusion networks.
• One paid work day a year to volunteer for a charity of your choice.
• Well-being package including enhanced sick pay, free confidential counselling helpline, Mental Health First Aiders, access to a coaching platform, and subsidised gym membership.
• Enhanced parental policies, including generous shared parental leave.
• Subsidised staff café and bar.