Service Desk Analyst

Summary: The Service Desk Analyst role at the British Heart Foundation involves providing first-line support to users, primarily within the Retail directorate. The position requires exceptional customer service skills and the ability to resolve issues efficiently while maintaining an updated knowledge base. The role is hybrid, requiring a blend of home and office work in London, and includes participation in a weekend cover rota. This is a fixed-term contract aimed at supporting the charity's mission in combating heart and circulatory diseases.

Key Responsibilities:

• Act as the first point of contact for end users, providing exceptional customer service.
• Resolve issues as they arise, ensuring a high level of customer satisfaction.
• Update the knowledge base to facilitate team learning and improve overall performance.
• Participate in a weekend cover rota to support retail operations.
• Manage own workload and ticket queues to meet Service Level Agreements.
• Utilize troubleshooting skills to keep customers informed of progress on their issues.
• Administer users within Active Directory and utilize remote support tools.

Key Skills:

• Previous experience in a service desk role.
• Exceptional customer service and communication skills.
• Strong troubleshooting and fault diagnosis abilities.
• Good knowledge of Windows OS (Win 10 and above) and MS Office suite (2010 and above).
• Understanding of LAN/WAN networking essentials.
• Experience with ticket and case management techniques.
• Strong organizational skills and ability to prioritize tasks effectively.

Salary (Rate): £30,000.00

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: fixed-term

Seniority Level: Mid-Level

Industry: IT