IT Service Desk Analyst

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Address IT end-user incidents, service requests, or inquiries regarding IT Services promptly, adhering to established IT SLAs.

• Collaborate with team members and escalate issues swiftly when necessary.

• Maintain high user satisfaction through professional communication via telephone and email.

• Convert technical information into easily understandable terms for non-technical users.

• Actively assist in the upkeep and enhancement of the service desk knowledge base to avoid knowledge silos.

⛳️ Requirements

• At least 3 years of experience in an IT Service Desk role within a medium to large organization (6,000+ users, 40+ sites).

• Demonstrated technical proficiency in Windows 10 & 11, Microsoft 365, Active Directory (user and group management), and basic network troubleshooting.

• Exceptional customer service and communication abilities.

• Experience with IT service management tools (e.g., ServiceNow, Freshdesk) for updates and usage.

• Capability to handle sensitive and confidential information appropriately.

• Self-driven and organized, with the ability to prioritize and manage multiple tickets efficiently.

• Proven track record of meeting performance KPIs (e.g., call handling, FCR, SLAs).

🏝️ Benefits

• 25 days of holiday annually plus bank holidays, increasing to 30 days with service.

• Private Pension Scheme.

• Private Healthcare Scheme for treatment at our hospitals, including coverage for pre-existing medical conditions.

• Discounts for friends and family at our hospitals.

• Family-friendly policies, featuring enhanced Maternity, Paternity & Adoption pay.

• Non-contributory life insurance.

• Staff engagement hub providing access to discounts and a wide range of rewards and voluntary benefits.

• Resources, tools, and services available to support your wellbeing.

• Employee recognition programs.

• Leading industry training and development opportunities.

• Monthly bonus of 15% contingent upon meeting KPIs.