Job details

As IT Service Desk Analyst, your main responsibilities would be: 

• Manage IT incidents and Service Requests through to resolution within agreed timeframes.
• Excellent customer service skills.
• Provide first line response and resolution to internal and external customer incidents and queries (by phone, email, chat, in person and more).
• Capture and update call information to a high standard within the IT Service Desk system.
• Creating, maintaining, and reviewing knowledge documentation.
• Technically adept with IT platforms, equipment, and applications.
• Build strong working relationships.
• Contribute to; and partake in high priority incident management.
• Configuration, packaging, and distribution of IT equipment to customers.
• Support the delivery of continuous improvement and innovation for the IT Service Desk.
• Support the management of the IT Service Desk Team with other queries as required.

You’ll have relevant experience in:

• Previous experience of working in a Service Desk role, dealing with request using multiple channels (phone, email, walk-ups, Self Service and chat)
• Managing multi-channel – phone, email, chat, self-service, walk up – experience of handling chat would be good
• Good level of tech skill – initial diagnosis, escalate if necessary
• Good level of resilience and empathy
• Prior service desk experience
• MCA is a bluelight service, so emergency service background is beneficial but not essential

If this role sounds like something that you would be interested in, please click the link to apply and get in touch with one of our PSR team now.

"In applying for this role, you acknowledge the following: this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different."

Please be aware that this role can only be worked within the UK and not Overseas.