1st Line Service Desk Analyst – Heywood

  • Work Type: IT
  • Salary: Competitive

Currently looking for a proven, technically driven 1st Line Service Desk Analyst to to join an expanding team within a time critical Logistics / Distribution / Warehousing environment. The role is based at our Heywood Head Office.

Working hours are 08:00-17:00 Monday-Friday.

You should be able to take ownership of incidents as they are escalated from the Service Desk and own them through to resolution or escalation to 2nd/3rd line support.  You should have a good knowledge of IT Systems including Mobile Technologies and be a good team player.  Excellent written & verbal communication skills with peers or end users is a must.

This role provides two functions to the service desk. Firstly is to be a technical lead for incidents and secondly to be a technical mentor within the team. Within the role you will be required to provide high-levels of customer service including communicating with internal customers at all levels.

The successful candidate will:

  • Have at least 2-3 years experience in a similar role
  • Your attention to detail will be second to none
  • Exposure to the ITIL Incident management process is advantageous
  • 1st and 2nd Line IT support experience including knowledge of Windows Operating Systems, Active Directory Administration, and TCP/IP Networking
  • Be service led, self-motivated, results orientated and able to deliver high quality work
  • Have good troubleshooting and analytical skills
  • Be organised and consistent in their approach to their work
  • Be flexible in their working hours
  • Be able to work to deadlines and to SLAs
  • Work as an individual and as part of a team
  • Have excellent communication skills

Duties Include

  • 1st Line Support including Desktop Support, setting up and installing computer and telephony hardware

  • Troubleshooting of hardware, software and peripherals

  • Being the front line and face of IT - prompt, available, responds to requests

  • High levels of customer service, ensuring that internal customer issues are dealt with courteously and expediently within service levels

  • Consistent approach to IT customer requests

  • Provide regular communication to customers of active requests

  • Effective request ownership, resolution, escalation and allocation

  • Process support; ensure sufficient information/documentation is gathered for Support Teams

  • Creating and updating the service desk tool, accurately and in a timely manner

  • Testing

To apply for this position please send your CV to hr@yearsley.co.uk or fill out the form.

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