Service Desk Analyst

Tate; Greater London; On-site; GBP 60,000 - 80,000

Job description

Service Desk Analyst

Salary: 28,000 - 32,000 with excellent benefits, including annual bonus and other financial incentives.

Location: Milton Keynes, office based.

Working Hours: Monday - Friday: 8am-4pm, 10am-6pm, and 2pm-10pm - Rota Basis

You will play a critical role in providing top-tier technical support to end-users, acting as the first point of contact for all IT-related issues. You will manage, triage, and resolve tickets efficiently, ensuring customers receive timely and accurate solutions. Your work will directly contribute to maintaining high levels of user satisfaction through exceptional customer service, technical troubleshooting, and ticket management.

This is a first line role, with the emphasis on ticket management/customer experience.

As a Service Desk Analyst, some of your duties will include:

1. Ticket Management & Triaging:
   • First point of contact for technical assistance.
   • Categorise and prioritise tickets (hardware, software, network).
   • Ensure timely updates and follow-ups.
2. Incident & Request Handling:
   • Log, track, and resolve incidents.
   • Troubleshoot common issues; escalate when needed.
   • Provide clear instructions for issue resolution.
3. Customer Support Excellence:
   • Deliver exceptional customer service.
   • Handle queries professionally and timely.
   • Update users on ticket status and resolution times.
4. SLA Adherence:
   • Focus on meeting SLAs for response and resolution times.
   • Track and report ticket progress; escalate when SLAs are at risk.
5. Knowledge Base & Self-Service:
   • Create and maintain knowledge base articles and FAQs.
   • Identify self-service opportunities to reduce ticket volume.
6. Continuous Improvement:
   • Suggest process improvements for recurring issues.
   • Collaborate with IT team to prevent service disruptions.
7. Collaboration and Communication:
   • Work with other IT teams to resolve complex issues.
   • Communicate effectively with users, providing timely updates.

What are we looking for?

• Associate's or bachelor's degree in computer science, Information Systems, or similar field.
• Experience in an IT support role with a focus on triaging tickets and resolving end-user issues.
• Proficiency in IT service management tools and ticketing systems.
• Customer service experience: Proven ability to handle customer issues with empathy, clarity, and professionalism.
• Strong communication skills with an emphasis on maintaining positive customer relationships.
• Experience in customer relationship management (CRM) software and task management tools.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.