IT Service Desk Analyst

Sopra Steria Limited ,
Warrington, Cheshire
More Details
Job Type: Full-time
Salary: £23,000 per annum

Overview

IT Service Desk Analyst Location: Warrington Package: Up to £25,000 3% Flex Fund Pension Bens Bring your excellent I.T. experience and client liaison skills to us. You’ll enjoy an amazing career and take advantage of the growth/learning opportunities we can offer. Come and work for one of the best kept secrets in I.T. The Company Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end to end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges. The day job Working as part of a strong knit team of Service Desk Analysts to support a range of contracts to specific service level agreements. You will be responsible for delivering top class customer service which, involves the choice and application of diverse IT processes, systems and techniques Key Responsibilities: To provide technical support; answering support queries via telephone, portal, email and live chat. Manage and take ownership of all change/problem/incidents throughout their life cycle, from creation to closure, ensuring that the customer is given regular, good quality updates. Provide first line resolution for incidents and service requests where possible. Assist with the handling of major incidents, identifying and raising any trends to the relevant parties where necessary. Identify any areas of difficulty or areas for improvement providing a quality service to the customer. Ensure all incidents and service requests are completed within agreed SLA targets. Essential Skills: Excellent Customer Service Experience and knowledge of MS office packages (at intermediate / advanced level) Experience of working on a helpdesk in an IT environment Desirable Skills: Knowledge of Incident Management, Problem Management and Change Management Processes. Experience within service level agreements ITIL Foundation or above Citrix Active Directory & Exchange Windows Office 2010, 2013 and Office 365/2016 Reasons why you should apply to us Excellent training, you’ll join a company where self-betterment is actively encouraged An enviable client list - we work with some of the biggest names out there We’re big - really big. With that comes excellent career growth opportunities Supportive and collaborative team environment Sustainability is really important to us, in fact we are within the top 1% of companies worldwide tackling climate change and managing our emissions

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