- How to apply ITIL Best Practices to deliver high-quality IT services
- How to handle requests and approvals efficiently and effectively
- How to communicate professionally and courteously over the phone
- How to identify and escalate major incidents promptly and appropriately
- How to administer various IT applications, such as Active Directory, Microsoft Exchange, Citrix & ServiceNow, with confidence and competence
- Communicate and advise users on appropriate steps to resolve issues.
- Update open tickets in the ITSM tools regularly.
- Ensure incidents and requests are allocated to the correct resolver groups where you are unable to resolve at first line.
- To provide technical and end user support.
- Accurately triage, diagnose and resolve technical hardware and software issues in accordance with agreed SLA's and performance KPI's.
- Escalate issues as appropriate in accordance with published and unpublished procedures.
- Accurately log all support/service interactions through the ITSM tool and processes.
- Respond promptly to requests for support/service via Telephone, Live Chat & the Self-Service Portal
- Good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
- An interest in Technology.
- Must always display a positive attitude and be customer focused.
- A desire and willingness to learn new skills.
- Strong team player as well as punctual and reliable.
- Experience of working within deadlines and KPI's, operating in a high-pressure environment.
- Able to show a high degree of accuracy and attention to detail in all tasks.
- Be able to work varying different shifts sometimes including weekend & nights on a rota basis.
- Excellent communication skills- both verbal and written.
- Microsoft office skills- Outlook, Word, and Excel.
- Ability to meet deadlines and work under pressure.
- Competitive Salary
- Company-provided Medical Healthcare
- Generous Pension provisions
- Health and Wellness benefits
- Volunteering days
- Life Assurance
- Working in diverse teams where you can make a real impact.
- Exciting and rewarding environment.
- Varied work across industries
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Service Desk Analyst - Manchester, United Kingdom - Redefined Ltd
Description
Job Title:
Service Desk Analyst
Job Description:
Introduction
Dentsu is the network designed for what's next, helping clients predict and plan for disruptive future opportunities and create new paths to growth in the sustainable economy. Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce, and experience, underpinned by modern creativity.
Dentsu International is a global leader that specialises in Sales, Marketing, Customer Experience, and Retention to enable clients to keep "winning" whilst ensuring customer growth and experience is at the very forefront for their businesses.
We're currently hiring a Service Desk Analyst , the role is hybrid/remote based occasionally from our Manchester office, covering a variety of shifts.
Purpose of the Role
As a Service Desk Analyst, you will be the first point of contact for our internal and external customers, providing them with technical support and guidance on a range of IT issues. You will also be responsible for logging, tracking, and resolving incidents and requests, as well as escalating complex or urgent cases to the appropriate teams.
You don't need to have a formal IT qualification or experience to apply for this role. We are looking for candidates who have a keen interest in learning new technologies and skills, and who can demonstrate transferable skills such as:
Communication : You can communicate clearly and effectively with different audiences, using appropriate language and tone.
Customer service : You can empathise with customers, understand their needs, and deliver solutions that meet or exceed their expectations.
Teamwork : You can work well with others, share information, and feedback, and contribute to a positive and collaborative work environment.
Adaptability : You can cope with change, handle pressure, and prioritize tasks in a fast-paced and dynamic setting.
Initiative : You can take ownership of your work, seek opportunities to improve, and proactively seek help or guidance when needed.
What you will learn
Key Responsibilities
Person Specification
What we offer
This is a Remote/Hybrid role. The team is based from our Manchester office on occasion, although the majority of time will be home based. They operate an 8.5 hour a day shift pattern covering hours between 7am-7pm Monday - Friday, sometimes including weekend & nights on a rota basis.
As well as a competitive salary, you'll enjoy a benefits package that you can tailor to your needs which includes :
Inclusion and Diversity
Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds and cultures.
We are happy to discuss flexible and agile approaches to working for all our roles - we can't promise we will be able to offer you everything you want or need but we do promise to discuss it with you openly and honestly. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.
About dentsu
Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society.
Diversity, equity, and inclusion sits at the heart of our Social Impact strategy - our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive.
Location:
Manchester - Bonded Warehouse
Brand:
Global Technology
Time Type:
Full time
Contract Type:
Permanent
