IT Service Desk Analyst

Job title:

IT Service Desk Analyst

Company

Nationwide Platforms

Job description

We are recruiting for a Service Desk Analyst to join the IT team at our Head Office in Lutterworth.As a Service Desk Analyst, you will provide consistent, excellent, and trusted end-user support to
800 colleagues across our UK business. Key day to day tasks will include – Incident Management, Request Fulfilment (including Starter Mover Leaver processes – SML), maintenance and audit tasks, and maintenance of the knowledge base.Effective prioritisation and strong customer service skills are essential.In return you will receive a Competitive Salary from £27,000 DOE 25 Days annual leave plus bank holidays, Westfield Health Cash Plan, Life Assurance, Auto Enrolment Pension Scheme & Lifestyle Benefits – Discount on selected on high street stores.Responsibilities include:

• Logging and managing incidents, access management and requests from internal users via ServiceNow “self-service” portal & high priority telephone calls.
• Provide 1st/2nd line technical support – Basic troubleshooting of IT related incidents & problems.
• Supporting users with hardware, software, telephony & cloud applications.
• Responsible for ensuring all tickets raised contain a suitable amount of detail for further support from 2nd and 3rd line teams, where appropriate.
• Highlighting trends and potential significant/major incidents to the Group IT Service Manager.
• Managing escalations, including communicating to and engaging the appropriate colleagues.
• Updating knowledge base with details of common issues which users (colleagues) can search for and self-serve.
• Passing & escalating calls to 3rd line support analysts if the problem is more complex.
• Prioritising and managing several tasks concurrently.
• Ensure asset database is maintained and kept up to date.
• Providing support / mentoring to IT Apprentice and future recruitments.

The ideal candidate will have/be:

• Experience within IT Service Delivery.
• Service Desk experience – Managing IT Tasks & setting business expectations through good communications.
• Some knowledge of ITIL or other industry-recognised IT frameworks.
• Good attention to detail in all aspects of work.
• Ability to prioritise and work under pressure.
• Ability to learn new skills quickly and thoroughly.

Part of the Loxam Group, Nationwide Platforms are the UK’s leading specialist provider of Powered Access rental equipment, with the largest and broadest fleet, local depots spread across the country and our wealth of experience partnering with companies in a variety of sectors including Construction, Warehouse & Distribution, Aviation, Facilities Management, Industrial Services, Telecoms and Media, our customers can depend on us to provide the right solution to support their every working at height need.At Nationwide Platforms, your safety is absolutely our priority. Our award winning BlueSky Solutions and Training division offer our customers access to the latest and safest ways to work and through long standing partnerships with our manufacturers, we will always provide equipment that will lead the way to a safer industry. Some of our innovations include the award-winning secondary guarding systems and Harness ON™, a range of pioneering Material Handling Attachments (MHAs), and the SkySentry™ control and monitoring system.At Nationwide Platforms, we are dedicated to fostering a diverse, equitable, and inclusive workplace. We recognise that a variety of perspectives, experiences, and backgrounds is crucial to our success in the Powered Access industry. Our commitment is to ensure that every employee feels respected, valued, and supported in their work environment

Expected salary

£27000 per year

Location

Lutterworth, Leicestershire

Job date

Wed, 05 Mar 2025 00:32:15 GMT

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