Senior Service Desk Analyst - Shoreditch, United Kingdom - Acacium Group

Acacium Group
Acacium Group
Verified Company
Shoreditch, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Acacium Group

Senior Service Desk Analyst

London

Permanent Vacancy:

Monday - Friday (37.5 hours per week, rotating shifts between 7am to 3:30pm, 8am to 4:30pm, 9am to 5:30pm, 9:30am to 6pm and 12pm to 8pm) and on call 1 in every 4 weeks.



Competitive salary plus excellent company benefits, including on call allowance

Unlock your potential:

If you are passionate about tech and looking for a role where you can truly make a difference
- keep reading Acacium Group is growing, and we are currently expanding our Service Desk Team who play a key role in the user experience for all new starters andinternal employees. We are looking for a customer-focused individual, who can deliver exceptional levels of service, whilst putting people at the heart of everything they do.


As our Senior Service Desk Analyst you will follow Information Technology Infrastructure Library best practices and processes to delivery exemplary services to our customer via both verbal and non-verbal communications.

You will take full ownership of incidentsand requests received from customers and ensure these are accurately entered into ServiceNow to a high standard enabling great central reporting and trend analysis of support requirements.

You will will also help keep processes current by regularly reviewingthese and updating them in accordance with changes or identified improvements.


Every day you will

  • Manage incidents in line with company and ITIL best practices and processes to rapidly identify and resolve incidents to minimise impact to our customers.
  • Maintain an awareness of scheduled changes and how these changes will impact customers. Keeping the change owner aware of any unanticipated impacts to customers to enable swift remediation and minimise impact to others
  • Carry out root cause analysis to resolve problem tickets, Fulfilling request tickets that have either been assigned directly to you, received directly from customer interactions or picked up from the unassigned queue
  • Ensure that assigned tickets are resolved within the agreed SLA's, working to ensure high standards are maintained, and keep the customer informed throughout the process.
  • Take full ownership of assigned projects, ensuring regular progress updates, maintaining scheduling commitments, and reporting on issues or incidents that may impact this.
  • Document and maintain standard processes knowledge base articles up to date and accurate at all times

What's in it for you?
In return for your hard work, we offer a fantastic working environment and a range of benefits including:

  • Dedication to developing you and your career across a global organisation made up of 20+ individual brands
  • Endless learning & development opportunities at your fingertips
- including fully funded qualifications

  • Workplace pension scheme
  • Gym Flex discounted gym memberships UK wide
  • Discounted Tastecard membership
  • Access to our Rewards Portal, offering discounts on shops, restaurants, bars, travel and much more
  • Regular events and incentives
  • Annual company holiday for top performers
  • Cycle to Work scheme
  • Health Assessments and Dental Insurance
  • Life Assurance and Critical Illness Cover

Join us and make a difference


If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further.

Acacium Group is a global healthcare solutions partner offering staffing, managed services and innovative delivery modelsto health and social care systems and the life sciences industry.

We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do


Putting People First, Always by your Side, Driven by Excellence.
Join us and play a key part of shaping the future of society and improving people's lives


To thrive in this role, you must ideally have

  • Strong customer service skills, both written and verbal
  • Proven 2nd line support/troubleshooting skills and demonstrated awareness of MS Office365 support
  • Knowledge and experience of supporting MS Teams, Microsoft O/S support and Mac OS Support
  • Experience using an ITSM Ticketing System
  • Previuosly supported on IT Hardware issues and configuration (computer, monitor, scanner, printer)
  • CompTIA A+/ Network+, MCP or ITIL qualification
  • Experience of MS Windows Serve
  • IP/Cloud Telephone System
  • RDS and Thin Client setup & support

Our Inclusion Commitment:


  • We are passionately committed to being a truly inclusive and diverse company
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