Service Desk Analyst

CCA Recruitment Group; Wythenshawe; Hybrid; GBP 23,000 - 28,000

Job description

Role: Service Desk Analyst (Non-Voice)

Salary: £23,810 + benefits

Location: Wythenshawe M22 (fully office based for 1st 3 months then potential to go hybrid)

Employment Type: Permanent

Hours: 8am-4pm/10am-6pm/12pm-8pm (rotating weekly shifts), 1 in 4 weekends

This is an exciting opportunity for an experienced Service Desk Analyst to join my Wythenshawe based client on a permanent basis due to a period of growth for their business.

The Service Desk Analyst plays a critical role in delivering high-quality support to their clients.

Do you have experience in managing ticketing systems?
Troubleshooting technical issues?
Do you thrive under pressure and demonstrate excellent problem-solving skills?

Duties of the Service Desk Analyst:

1. High-Quality Support: Deliver exceptional support to Service Users and internal stakeholders/suppliers, ensuring timely and effective resolution of issues and queries.
2. Ticketing System Management: Efficiently manage and utilise ticketing systems like Remedy and ServiceNow to track, manage, and resolve support tickets.
3. Technical Troubleshooting: Leverage advanced IT knowledge, particularly with incident/ticketing systems, to troubleshoot and resolve technical issues internally or via suppliers.

Essential experience:

1. Relevant Work Experience: Previous experience in Customer Service Advisor (Non-Voice/Digital), Technical Data Entry, Application Support Analyst (Entry-Level), Helpdesk Support (Email & Ticketing), or Technical Support Advisor (Metering & Billing).
2. Data Management Proficiency: Strong expertise in handling and managing data communication systems with accuracy (Data Entry).
3. Advanced IT Literacy: Solid understanding and hands-on experience with Microsoft systems (Windows OS, Office Suite, and cloud-based applications) to enhance productivity and operational efficiency.
4. Deadline-Driven Performance: Ability to consistently meet SLAs through strong time management, prioritisation, and task execution.
5. Excellent Written Communication: Strong email and ticket-based communication skills to provide clear, professional, and effective support.
6. Exceptional Organisation & Planning: Proven ability to manage tasks, track issues, and coordinate resources to support strategic objectives.
7. Resilience Under Pressure: Ability to work efficiently in a fast-paced, high-volume environment, maintaining service quality and professionalism.
8. Cross-Functional Collaboration: Experience in working with internal teams, third-party suppliers, and stakeholders to ensure customer success.
9. Analytical & Problem-Solving Skills: Ability to analyse data, identify patterns, and troubleshoot issues, escalating where necessary.

Please follow the link to apply for this Service Desk Analyst role based in Wythenshawe.