IT Service Desk Analyst - Sheffield, United Kingdom - Auxilion

    Auxilion
    Auxilion Sheffield, United Kingdom

    2 weeks ago

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    Description

    Job Description

    IT Service Desk Analyst

    Place of work: On-site – Sheffield, UK / Duration: Permanent / Hours of work: Two shifts – and – Monday – Friday including Bank holidays.

    About the Company and the Role:

    Auxilion a leading provider of IT outsourcing and IT managed service solutions. As part of the Auxilion organization you will work directly on a client site responding to internal customer service requests needing technical support for hardware/software issues. You will be working closely with a wider team across Ireland to provide the best possible technical service and customer experience that the client requires.

    Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. The IT Service Desk Analysis is first point of customer contact, focusing on continuous operation of a customer estate.

    You will be supported with personal development opportunities including training and exposure to new technologies.

    Handling and logging calls from end users in ServiceNow

    Ensuring end user Incidents and requests are handled per pre-defined SLA's for response time, updates and closure

    Delivering a great customer experience

    Position Responsibilities:

    · Logging, updating and resolving Incidents and Requests

    · Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLA's

    · Diagnose and resolve IT issues, collaborating and elevating to 2nd line or other resolver teams

    · Creating knowledge articles and IT documentation

    · Ability to use initiative or work as part of a team to resolve IT issues

    Technical Competencies:

    · Prior experience in a Service Desk Environment

    · Experience diagnosing and resolving hardware and software issues

    · Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, Exchange

    Business Competencies:

    · Excellent communication skills (Communication to customers verbal and written is mandatory)

    · Good problem-solving skills

    · Organise workload effectively.

    · Decision-making skills

    · A Professional working attitude

    Our Company, Auxilion – About Us

    Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey.

    Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.