IT Service Desk Analyst

  • Job Reference: SWR3466
  • Date Posted: 15 July 2022
  • Recruiter: Spider
  • Location: Ipswich, Suffolk
  • Salary: £19,650 to £28,226
  • Sector: I.T. & Communications
  • Job Type: Permanent

Job Description

ICT Service Desk Analyst – Do you want to be part of an organisation who are fully invested in their employees? Are you an IT professional? If so, Spider is advertising on behalf of an organisation that serves businesses and the public by providing essential border checks on controlled imports. They are currently recruiting for an ICT Service Desk Analyst to join their team in Felixstowe. 

This organisation has a dedicated ICT team providing all ICT services and support to staff and operations close to the Port of Felixstowe as well as supporting external customers of the organisation applications throughout the UK.

 The key focus of the ICT Service Desk Analyst is to provide excellent customer service as the first point of contact for all customers in relation to all ICT related incidents and service requests.  You will always act as a customer advocate, delivering customer service, advice, and technical support via several engagement routes by following, developing, and maintaining technical instructions and documentation as required.  

You will be a positive contributor to the IT services team by having a passion for ICT with an inquisitive nature alongside a proactive and planned approach to ensure the ICT infrastructure enables the business and its customers to work to optimum effect. 

Other key responsibilities include:

  • Provide IT advice, guidance, and technical support to all customers (via various engagement channels) which includes telephony, printing solutions, hardware, user devices and desktop applications, software/business applications etc using remote management tools where appropriate so that incidents are resolved within agreed service level standards.
  • Ensure all incidents and service requests are accurately recorded and actioned, maintaining contact with customers throughout the process.
  • Maintain service desk records, asset registers and knowledge base, ensuring all data is recorded accurately following data recording requirements and up to date.
  • Act as customer advocate, taking ownership and appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in other teams.

As the role develops, the ICT Service Desk Analyst will support the analysis and production of routine and ad-hoc performance reports, customer surveys and identification of service improvement areas as well as provide support and assistance to other members of the Service Desk and Support Services area, potentially at a supervisory level.

As the ICT Service Desk Analyst, you will have experience within a similar role, and be confident in communicating with people at all levels. You will have a strong customer focus with a friendly and helpful attitude and ability to work well with others. The ability to share IT knowledge and up skill/train colleagues in the use of IT systems and applications is essential. You will also be resilient and able to work to tight deadlines, with competing priorities in a pressured environment.

This position is offered on a permanent basis with a salary of £19650 -£28226 per annum depending on experience, plus a shift allowance ranging between 7% - 23.5%. Benefits include flexible working, employee discount scheme, 24 days annual leave per year and can receive up to 30 days after 5 years’ service, cycle scheme and health & wellbeing initiatives. 

This is a fantastic opportunity for the ICT Service Desk Analyst to join a company that are passionate about what they do and are prepared to heavily invest in their employees offering the opportunity for progression and development.  To apply please forward an up-to-date CV which outlines your relevant experience for this role to be considered.

If you require any reasonable adjustments such as access or information in an alternative format, please inform us soon as you are able so that we can make the appropriate adjustments.

This vacancy is being advertised and handled by Spider, an Online Job Advertiser, and Specialist Recruiter. We provide an online recruitment advertising and employee selection service in Suffolk, Norfolk, Essex, Cambridgeshire and beyond. 

Additional keywords: IT, ICT, service, desk, analyst, customer service, communication, import, border control, helpdesk, 1st Line

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