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IT Service Desk Analyst
£26,000 - 26,000
ILUX Limited
Stocks Bridge Way, Saint Ives
£26,000 - 26,000
Requirements
Must:
- Relevant IT qualification or currently working towards one (e.g. NVQ, Diploma, Degree).
- Experience in providing client-focused technical support.
- Previous experience in a Service Desk environment.
- Exposure to a wide range of clients and technical environments.
- Excellent understanding of MS Office applications.
- Strong working knowledge of Windows OS, Remote Desktop Services, and Active Directory.
- Foundational understanding of networking (DNS, DHCP, LAN, WAN, Wi-Fi).
- Knowledge of GDPR principles.
- Strong communication and problem-solving skills.
- Client-focused with exceptional communication and interpersonal skills.
- Demonstrates empathy, patience, and professionalism in all client interactions.
- Self-motivated and driven to deliver excellence.
- Logical thinker with a proactive and positive attitude.
- Adaptable, dependable, and able to perform well under pressure.
- Strong attention to detail and commitment to quality.
Responsibilities
As a 1st Line Service Desk Analyst, I will ensure our clients receive exceptional IT support and an outstanding customer experience. My primary responsibilities will include:
- Acting as the first point of contact for clients via phone, email, or portal, providing a warm, professional, and solutions-focused service.
- Delivering excellent customer service by promptly and efficiently resolving incidents and fulfilling service requests.
- Communicating clearly and empathetically with clients to ensure they feel supported and informed.
- Managing client expectations professionally, ensuring updates align with agreed SLAs.
- Taking ownership of each interaction, ensuring issues are seen through to resolution or appropriate escalation.
- Investigating, diagnosing, and resolving 1st Line technical issues, escalating to 2nd Line support when necessary.
- Supporting and troubleshooting across a variety of technologies, including Microsoft 365, Windows operating systems, and network principles.
- Providing support for mobile devices, printers, and VoIP telephony.
- Collaborating with third-party providers to ensure timely resolution of escalated incidents.
- Identifying and documenting recurring issues to contribute to the development of Knowledge Base Articles, improving team efficiency.
- Continuously developing my technical skills and staying current with innovations across our client base.
- Working closely with the wider Service Desk team to share knowledge and best practices.
- Mentoring and supporting new team members to ensure a consistent client experience.
- Contributing ideas for process improvement to enhance client satisfaction.
Description
I am excited about the prospect of joining ILUX as a 1st Line Service Desk Analyst. Not only am I technically capable, but I am also passionate about helping people. I thrive in a fast-paced environment where every interaction is an opportunity to make a positive impact. I take pride in delivering high-quality service, building trust with clients, and being part of a team committed to providing world-class IT support. The interview process will involve a talent screening, followed by interviews with the hiring manager and a focus on values. This position is full-time and permanent, with a pay starting from £26,000 per year. Our benefits include company events, a cycle to work scheme, free parking, life insurance, on-site parking, and store discounts. We are committed to equality of opportunity and value diversity, creating an inclusive work environment where everyone can thrive. We encourage applicants from diverse backgrounds to apply.
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You can find Business Specialist salaries in the UK here.
How many Business Specialist jobs are in the UK?
Currently, there are 2105 Business openings. Check also: Project-Manager jobs, Product-Manager jobs, CRM jobs - all with salary brackets.
Is the UK a good place for Business Specialists?
The UK is one of the best countries to work as a Business Specialist. It has a vibrant startup community, growing tech hubs and, most important: lots of interesting jobs for people who work in tech.
Which companies are hiring for Business Specialist jobs in the UK?
TCMM Shutter Group Ltd, BAE Systems, Origin, BTL IT Solutions Ltd., Found First Recruitment, Direct Online Services, PayItMonthly Ltd among others, are currently hiring for Business roles in the UK.
The company with most openings is Experis as they are hiring for 62 different Business Specialist jobs in the UK. They are probably quite committed to find good Business Specialists.
The company with most openings is Experis as they are hiring for 62 different Business Specialist jobs in the UK. They are probably quite committed to find good Business Specialists.