1st Line IT Support

Summary: The Service Desk Analyst role in Warrington involves providing first-line IT support to customers, focusing on delivering exceptional customer service in a client-facing environment. The position requires proficiency in service management systems and adherence to ITIL practices while fostering strong customer relationships. This hybrid role offers a competitive hourly rate and opportunities for professional growth within a supportive team. Candidates should be enthusiastic and methodical, with a strong commitment to customer satisfaction.

Key Responsibilities:

• Handling incoming queries and issues with professionalism and efficiency.
• Utilising service management systems (like Axios Assyst, ServiceNow, or Zendesk) to manage and resolve tickets.
• Developing and nurturing strong relationships with customers.
• Ensuring compliance with ITIL framework practices in daily operations.
• Collaborating with team members to deliver exceptional service under pressure.
• Organising and prioritising workload to meet agreed timescales.

Key Skills:

• Proven experience in a client-facing IT environment.
• Familiarity with service management systems such as Axios Assyst, ServiceNow, or Zendesk.
• Awareness of ITIL framework principles.
• Excellent verbal and written communication skills.
• Strong interpersonal skills to build rapport with customers.
• A methodical, disciplined approach to work.
• Ability to work independently while being a team player.
• Basic understanding of service level agreements and third-party support agreements.
• General knowledge of the Microsoft 365 suite.
• Outstanding customer service and telephone handling skills.

Salary (Rate): 12.82

City: Warrington

Country: UK

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT