Service Desk Analyst



Exeter, Devon

1st Line IT Support Engineer - £22,500 - Exeter

The IT Support Analyst must ensure customer enquiries and incidents are resolved in a timely and professional manner, delivering a world class customer service experience. You will ensure the internal system is used to record and control all service desk contact, with the accurate prioritisation, investigation, and resolution of incidents. Additionally, you will be required to assist the 2nd Line, DevOps and Development teams with the investigation of customer-affecting bugs and issues. You will also be a key contributor to knowledge enhancement by proactively creating and updating knowledge base articles to improve fault resolution at 1st Line.

You'll be stepping into an inspiring career with real opportunities for growth. We hire ambitious and passionate talent into our business and are proud of the steps we take to maximise potential in our employees, nurturing and supporting their professional and personal development.

Specific skills and technologies can be learned. Your adaptability, aptitude and chiefly attitude are the most important thing in helping us to set you on the path to success.

You will be a strong communicator with high attention to detail, ideally with previous experience in a technical service desk role.

You will also have/be:

Minimum A-level standard or equivalent.

Highly analytical with excellent organisation and problem-solving skills.

Willingness to take ownership of issues and manage progress until resolved.

Ability to actively listen and understand user requirements and translate into technical solutions.

Customer service experience

Desirable but not essential:

CompTIA A+ or equivalent.

ITIL v3 Foundation or previous Service/Support Desk experience

Basic Windows troubleshooting skills.

Basic networking troubleshooting skills (LAN/WAN, IPs, internet, etc).

"Southern Lights Ltd act as an employment agency for the purposes of this advert"

For more information on the company and a detailed job specification please apply now.

Southern Lights - decidedly different recruitment - 0117 9733 281

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