Service Desk Analyst

Stark, a leading building materials distributor in Northern Europe, is looking for a Service Desk Analyst who's as passionate about great service as we are.

We provide a fulfilling and enjoyable work environment with ample opportunities for career growth, along with a competitive salary, staff discount, life assurance, and 34 days of holiday (inclusive of bank holidays).

What you’ll be doing:

The Service Desk Analyst is responsible for providing technical support to end-users, ensuring smooth operations, and maintaining high levels of customer satisfaction. Expertise in Service Now, phone triage, chat systems, and self-service solutions is essential in resolving issues promptly and efficiently.

You Will Be Required To:

1. Act as the first point of contact for all end user IT Support issues.
2. Deliver great customer service and ensure that end users and customers feel that their issues are being dealt with in the right way.
3. Manage inbound queries through multiple channels of communication while maintaining excellent customer service standards (Phone, Email, and Live chat).
4. Facilitate the transfer of knowledge throughout the team, providing assistance to other team members as required.
5. Work with both technical and non-technical teams to support the customer's support journey.
6. Manage customer complaints and escalations in a professional manner.
7. Participate in the transition of new services into the team ensuring a high standard of support is maintained.
8. Perform proactive monitoring of supported systems in order to identify any potential issues and minimise any potential disruption to the business.

What you’ll need to have:

1. Excellent customer service skills.
2. Excellent communication skills and confident phone manner.
3. Excellent problem-solving skills.
4. An aptitude for IT and a desire to learn.
5. Working knowledge of ServiceNow, or a similar Service management tool.
6. Working knowledge of Microsoft Office.
7. A basic understanding of cloud architecture.
8. Competent in the use of MS Office applications.
9. An awareness of the ITIL service lifecycle.

Desirable:

1. Experience in supporting customer-facing applications.
2. Service Desk experience.
3. ITIL Foundation qualified.

What’s In It For You:

1. Discretionary bonus.
2. A wide range of voluntary benefits including holiday buying, discounted gym membership, car salary sacrifice scheme, Cycle2Work, Benenden Healthcare, and more.
3. Access to a wealth of health and wellbeing services including access to online GP appointments and mental health support.
4. Generous employee discounts.
5. Access to discounts with hundreds of your favourite high street and online retailers.
6. Retirement savings plan.
7. Life assurance.
8. Enhanced maternity/paternity/adoption leave for anyone expecting or adopting a child.

Why STARK?

We're proud to be part of STARK Building Materials UK and dedicated to providing top-quality products and exceptional service to our customers. We're a friendly and collaborative team, passionate about what we do and committed to doing it well.

If you're ready to take your career to the next level and join a team that is dedicated to providing great service, we want to hear from you. Apply today!

What's next…

If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have.

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

Stark Building Materials UK is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

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