Hightown
Service Delivery Analyst
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IT Service Delivery Analyst
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Location: Hemel Hempstead
Salary: £28,719 per annum
Working Hours: Full Time: 35 Hours per week, Monday to Friday, 9am - 5pm
Join Our Team as an IT Service Delivery Analyst!
Are you passionate about technology and customer service? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you!
Overview / Job Summary
As a key member of our Service Delivery Team, the IT Service Desk Analyst is the first point of contact for all IT-related queries and incidents. This role is crucial in delivering high-quality first-line support to end-users across various channels, including phone, email, and ticketing systems. We are looking for someone with strong customer service skills, a proactive approach to problem-solving, and a solid technical understanding.
Key Responsibilities
- First-Line Support: Provide first-line support and resolution for all IT-related queries and incidents via phone, email, and ticketing systems.
- Incident Management: Accurately log, categorize, and prioritize incidents and service requests.
- Troubleshooting: Resolve hardware, software, and network issues for end-users, escalating when necessary.
- Remote & Desk-Side Support: Offer support for desktops, laptops, mobile devices, and peripherals.
- Enterprise Applications: Support enterprise applications such as Microsoft 365, VPN, collaboration tools (e.g., Teams), and cloud-based platforms.
- User Account Management: Assist with password resets, access permissions, and onboarding/offboarding procedures.
- Documentation: Maintain and update IT documentation, including knowledge base articles and user guides.
- Follow-Up: Conduct follow-up calls or emails to ensure resolution satisfaction and gather user feedback.
- System Upgrades: Assist in the rollout of new hardware, software, and system upgrades.
- Continuous Improvement: Identify recurring issues and suggest process enhancements.
- Collaboration: Work with the wider Technology & Change teams to ensure seamless service delivery and knowledge sharing.
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What We Are Looking For
- Strong customer service and communication skills.
- Experience providing IT support in a service desk or help desk environment.
- Good troubleshooting and problem-solving abilities.
- Knowledge of Microsoft 365, Windows operating systems, and common business applications.
- A proactive approach and willingness to learn.
Why Join Hightown?
- Generous Leave: 33 days of annual leave including Bank Holidays, rising to 35 days with service.
- Competitive Salary: £28,719 per annum for a 35-hour week.
- Monthly Attendance Bonus
- Annual performance bonuses
- Workplace Pension Scheme: Life assurance cover of three times your annual salary.
- Discounts and Savings: High Street retailers, gyms, restaurants, and cinemas.
- Training Opportunities: Ongoing career development.
- Employee Support: Health & wellbeing services.
- Free On-site Gym Access
Ready to take the next step in your career? Apply now and become a vital part of our Service Delivery Team!
We review applications on an ongoing basis and may close the advert early.
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