IT Service Desk Analyst

Posted: 10/03/2017

Location: Keighley, West Yorkshire

Closing date for applications: 17/03/2017


 Salary: £17K - £20K, 37.5 hours per week (09:00am - 17:00pm)

Based in Crosshills, near Keighley with free on site parking .

This is a great opportunity for a Service Desk Analyst to work in a professional, fast paced and rapidly changing environment.

As a Service Desk Analyst you will play a pivotal role within the support team providing support across multiple sites.

The position is primarily based at our Crosshills office in Keighley, but you may be required to attend other sites within the group as and when necessary.

Successful candidate must be driven, motivated, and keen to learn, with previous experience in a service desk environment.

You must have patience, a positive, customer-friendly attitude and have the ability to work in both a team environment or from your own initiative.

Duties & Responsibilities

The primary responsibility of the Service Desk Analyst is to deliver service excellence by acting as central point of contact for customers and to manage incidents and requests in accordance with the clients Service Level Agreement, providing an interface for other activities such as change, problem, and service level management.

This is a mixed, varied, and pivotal position in a busy dynamic department.

It will be the responsibility of the Service Desk Analyst to prioritise and manage incidents and requests that come through the service desk from initial submission through to closure.

You will be responsible for assigning, prioritising or escalating requests out to second and third line engineers and ensuring that they are dealt with in a timely manner, while maintaining good communication with the customer.

You will be working in a Windows environment with a heavy dependence on telecoms systems.

Duties will also include general helpdesk and technical support for the user base as well as some network and server monitoring, Active Directory and Exchange administration, and you will have the opportunity to get involved in infrastructure development and project work.

Key Skills & Requirements

The successful candidate will have excellent communication skills and be confident in liaising with internal departments, customers, and suppliers.

It is essential you have the ability to learn new products and services, possess excellent customer service skills and can multi-task. The ideal candidate will have at least 1 years proven service desk experience delivering first point of contact, and first line resolutions preferably within an ITIL environment.

Good organisational and time management skills are essential.

Required Experience:

  • Working in a Windows, networked, domain environment (Windows 7 and above).
  • Windows Server 2008 and 2012 administration.
  • Active Directory and Exchange administration.
  • Must have previous experience working in an ITIL service desk environment or have a good understanding of ITIL principles.

The position would suit a keen, hardworking and motivated candidate who wants to develop their career and grow with a well-established, professional company.

What's in it for you?

In return for your hard work, we offer a comprehensive and competitive benefits package:

  • 22 days holiday (rising to 26 after 2 complete years’ service) plus 8 bank holidays.
  • Regular progression and development reviews to help guide your career in the right direction.
  • Free on-site parking.
  • Social & Charity Committee, making the Mitchell Farrar Group a fun place to work!
  • Wellbeing programme to look after our employees, your health and happiness is important to us!

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