Summary: The Service Desk Analyst role is a 12-month fixed-term contract focused on providing essential support to customers by managing incidents and service requests. The analyst will ensure effective triage, escalation, and resolution of issues while maintaining communication with customers to enhance satisfaction. This position requires collaboration with both Application and Technical Support teams to meet Service Level Agreements. The role emphasizes first-time fixes and the documentation of knowledge articles to improve service delivery.

Key Responsibilities:

• Manage the support of customer issues using the ITSM tool, phone, and email as required.
• Assess and triage service desk tickets according to issue type, in line with SLA, and assign to resolver groups or individuals in a timely manner.
• Identify the minimum dataset for requirements and manage the collation of information and communication with customers.
• Identify first-time fixes where possible to mitigate risks and deliver outputs.
• Contribute to the early identification of required knowledge articles and ensure documentation for future use.
• Ability to travel to meetings as required in any of the System C offices.

Key Skills:

• Demonstrable experience of working within a service desk and incident operation.
• Understanding of ITIL best practices.
• Preferred ITIL Foundation certification.
• Experience of working within service industries and engaging with customers.
• Effective communication skills engaging at all levels.
• Ability to work independently or as part of a team.
• Good documentation skills.
• Excellent relationship management skills.
• Strong written & verbal communication and interpersonal skills.
• Good working knowledge of MS Office applications (Outlook, Word, Excel, Project, and Visio).

Salary (Rate): undetermined

City: Nottingham

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: fixed-term

Seniority Level: Mid-Level

Industry: IT