IT Service Desk Analyst
IT Service Desk Analyst
Since its formation in 2000, Network Plus Group has gone from strength to strength following successful contract awards and acquisitions. The Group comprises Network Plus Services, Go Traffic Management, Capital Traffic Management, EOS and Network Plus Multi Utility.
Network Plus is now one of the UK’s leading utility and infrastructure providers, with offices and depots stretching from Carlisle to the South coast. We deliver services to clients and the public 24/7/365.
Core services include repair, maintenance, construction and installation of utility and infrastructure assets. We provide traffic management through our sister businesses; Go Traffic Management and Capital Traffic Management. Vegetation management and tree cutting activities are provided through EOS Contracting.
We pride ourselves on hiring and retaining fantastic people. We aim to be inclusive and respectful in the way we develop our people.
As an IT Service Desk Analyst, you will provide 1st line technical support services across the business. This will include ensuring tickets are being raised and organised based on the issue and priority of the ticket. Throughout this, you will have excellent IT customer service communications to keep customers up to date on progress.
We are looking for someone to log incoming support calls and emails received and prioritise accordingly
We are looking for someone to ensure all owned calls logged are reviewed daily
We are looking for someone to resolve issues with PCs, printers, mobile phones and in-house software
We are looking for someone to build desktop and mobile hardware to agreed standard and ensure smooth handover to the customer
We are looking for someone to work to departmental SLA’s
We are looking for someone to maintain regular lines of communication with customers and suppliers on all outstanding issues
We are looking for someone to demonstrate a high level of teamwork to achieve results on 1st time fix
We are looking for someone to look for proactive resolutions on common issues and faults
We are looking for someone to offer help and support for all customers. Take time to ensure all customers’ needs are met and strive to exceed customers’ expectation levels through great service
We are looking for someone to comply with all systems, procedures and processes, so company and customer information is accurate
We are looking for someone to carry out other tasks and duties when required
We are looking for someone to deliver support services effectively and efficiently
Experience and Qualifications
Good knowledge of Desktop operating systems, hardware, mobile phone technology, as well as successful service level agreement accomplishments
A very analytical mind, able to tackle a problem from different angles and make decisions quickly
Strong communication – good written and oral communication skills
Excellent interpersonal skills
Ability to present ideas in business-friendly and user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical, evaluative, and problem-solving abilities
Ability to effectively prioritise and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Salary and Benefits
We offer a competitive salary based on experience along with a full benefits package.
Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.