Oakley Recruitment is working in partnership with a well-established, dynamic organisation based in Coleshill. This is an excellent opportunity to join the team as an IT Senior Service Desk Analyst on a full-time permanent basis.
Culture and Environment
Our client's environment is a very welcoming and supportive team. They pride themselves on training and continuous support for new and existing employees.
Personality
We are seeking an individual with exceptional attention to detail, who is a dedicated team player in the workplace. The ideal candidate will demonstrate a positive attitude and a strong commitment to both the team. If you are punctual and professional, we encourage you to apply for this role!
Reward
After training period, 2 days working from home, 3 days in the office
Monday to Friday, 9am – 5:30pm, 1hr Lunch break
25 days holiday plus bank holidays
Bonus scheme
Dental and Optical care
Healthcare cash plan
Free parking
Duties & Responsibilities
Utilising advanced technical skills to analyse and resolve technical issues and tasks
Providing first, second, and third level support
Providing application deployment
Retaining ownership of requests and incidents until resolution
Providing support for account administration in times of need
Actively identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner
Providing incident and request management to end users on technology issues
Answering queries by telephone, service desk tickets and walk-in customers
Generating reports on the ticket queues
Monitor ticket queue regarding SLAs, notify relevant teams and thereby help teams to maintain SLAs
Identifying and reporting activities that are non-compliant to regulatory directives
Skills and experience
Experience in a similar role
Familiar with IT Service Desk processes and SLAs
Ability to demonstrate accuracy
Ability to identify and resolve problems in a timely manner
Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the employment agencies act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.
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