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Pembury, Kent
IT Service Desk Analyst
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Job Type: Full-time |
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Salary: £20,000 per annum |
Overview
Based in Pembury, Tunbridge Wells and founded in 1998, this successful software provider is a market leader in the provision of recruitment software to organisations across 26 countries. Due to continued success, there is an exciting opportunity for an IT Helpdesk / Service Desk Analyst to join their office based IT support team, providing 1st Line support to customers coupled with a high level of customer service. It is essential that you are able to work under pressure and possess good customer service skills as well as having a logical and methodical approach to troubleshooting. You will work within a close team of Support Desk Analysts to assist clients with technical issues and answer queries on software via telephone and email. You may also be required to support the internal IT Infrastructure to troubleshoot colleagues’ issues with hardware and software and assist with maintaining internal Windows and Linux servers. You will be able to absorb knowledge on a wide range of systems and software, ensuring you are able to perform the role with confidence when responding to issues and able to demonstrate a high level of customer service. Training will be provided although ideal candidates will have some relevant IT Helpdesk experience and IT related qualifications to A Level or degree standard; ideally coupled with knowledge of SQL. Career development is encouraged and there are excellent opportunities for progression. Duties Respond to client requests for technical support in a timely manner by email or telephone Offer guidance on how-to questions from clients by email or telephone as appropriate. Document all issues raised within the logging system with clarity for others to utilise Assess and prioritise issues within the queue to ensure that the more critical issues are resolved as a matter of urgency. Raise bugs within the system as and when identified, ensuring this has a thorough description to assist the development and testing teams when working to a resolution. Where possible, identify if a client may benefit from additional discussions with their Client Relations Associate or if there is an additional tool that may benefit them. Work with the service desk team to ensure everyone has a balanced workload, offering to assist or takeover issues as they progress. Benefits £20,000 - £22,000 per annum(dependent on experience) Professional development via technical qualifications by Microsoft, MTA Database Administrator Fundamentals 23 days’ annual leave rising to 25 days after 5 years’ service (including 3 days to be taken between Christmas and New Year) Corporate Social Responsibility policy of 1 day’s volunteering per year with one of our local charity partners (optional) Multiple companywide, paid-for team building activities each year, both in and out of work hours (2018’s included escape rooms and bowling) Employee voice listened to with an increase in our 2018 employee engagement score to 91% Casual dress code unless client facing On-site parking Break room with TV and pool table, tea, coffee and fresh fruit Can all applicants please apply attaching an up to date CV in Word format.