Service Desk Analyst, £200 per day inside
Posted 2 days ago by Bench IT Limited
£200 Per day
Inside
Hybrid
Durham, UK
Summary: The Service Desk Analyst role focuses on delivering exceptional customer experiences while providing technical support. The position requires effective communication and a proactive approach to managing client tickets. The analyst will work collaboratively with a global team and support a diverse range of technologies. This role is based in Durham with remote working options available.
Key Responsibilities:
- Act as a technical escalation point and support junior team members through guidance and knowledge sharing.
- Deliver high-quality technical support that reflects our commitment to exceptional customer experience.
- Keep customers clearly and proactively informed throughout the life cycle of their tickets.
- Apply ITIL principles to ensure consistent, reliable, customer-focused service delivery.
- Take ownership of issues to ensure timely, effective resolution.
- Contribute to the improvement, testing, and documentation of processes that enhance service quality.
- Work collaboratively with other teams to provide a seamless, joined-up customer experience.
Key Skills:
- Experience with Desktops: Windows/MacOS
- Cloud: Microsoft 365 Administration/Exchange online/Azure/AWS/Intune
- Infrastructure: Cisco, HP & Dell Switches/Cisco ASA/VMware/Veeam/Hyper-V/NAS/SAN Storage
- Telephony: Microsoft Teams/Mitel
- Servers: Windows Servers/Active Directory (Group Policy/Login Scripts)/Exchange/SCCM/PowerShell
Salary (Rate): £200 per day
City: Durham
Country: UK
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Service Desk Analyst, £200 per day inside
12 months initially, Durham & Remote Working
Bench IT require a Service Desk Engineer who is passionate about delivering exceptional customer experiences above all else. Our clients rely on us to keep them informed, supported, and confident in the service they receive, so we're seeking someone who naturally puts the customer at the heart of everything they do. You'll communicate clearly and proactively throughout every stage of a ticket, ensuring clients always feel valued and reassured. Alongside this customer-first mindset, you'll bring a love for technology, a collaborative approach, and a genuine interest in continual improvement as you support our diverse range of clients across our expanding global team.
Hours: Shifts are 9.5 hours, working with the Australian team.
Day-to-day responsibilities:
- Act as a technical escalation point and support junior team members through guidance and knowledge sharing.
- Deliver high-quality technical support that reflects our commitment to exceptional customer experience.
- Keep customers clearly and proactively informed throughout the life cycle of their tickets.
- Apply ITIL principles to ensure consistent, reliable, customer-focused service delivery.
- Take ownership of issues to ensure timely, effective resolution.
- Contribute to the improvement, testing, and documentation of processes that enhance service quality.
- Work collaboratively with other teams to provide a seamless, joined-up customer experience.
Essential skills: During your time on our Service Desk you will be exposed to a wide range of technologies, where experience is desirable. Below is an example of the types of technologies that you will see on a day-to-day basis:
- Desktops: Windows/MacOS
- Cloud: Microsoft 365 Administration/Exchange online/Azure/AWS/Intune
- Infrastructure: Cisco, HP & Dell Switches/Cisco ASA/VMware/Veeam/Hyper-V/NAS/SAN Storage
- Telephony: Microsoft Teams/Mitel
- Servers: Windows Servers/Active Directory (Group Policy/Login Scripts)/Exchange/SCCM/PowerShell
Service Desk Analyst, £200 per day inside
12 months initially, Durham & Remote Working