GMA Consulting
Service Desk Analyst
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
The Role
This role is working from home, but must be in commutable distance for Livingston for 1 x monthly meetings.
Role involves oncall and supporting a 24x7x365 support service.
You will be working as part of a UK service desk providing 1st line support for external customers with IT issues.
Responsibilities
- Provide a 1st fix, or escalate to 2nd/3rd line support as needed.
- Provide initial technical support; answering support queries via phone, email, and web.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Take ownership of user problems and be proactive when dealing with user issues.
- Ability to troubleshoot level 1 incidents and if necessary log onto customer environment remotely (e.g. password reset, access to shares, desktop setup).
- Identify parts required for onsite engineer to complete job.
- Identify engineer skill levels required for on-site visits.
- Ability to pick up Remote Operations Alerts and via scripting resolve issue (may be no action to be taken, fix remotely, or pass to remote operations engineer).
- Understand and work to meeting customer SLAs.
- Flag escalated issues to manager prior to customer escalation.
- Log and update all calls on the call management system.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
The Successful Candidate
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- Ideally you should have some experience in Service desk/IT support.
- Experience in customer service.
- Drive to understand and solve problems.
- A strong interest in building a career in IT.
- The ability to work back shifts and oncall as part of your working pattern.
Note: You must hold a valid UK work visa.
The Company
Is a successful and dynamic IT Services and Consultancy organisation with a strong presence across the UK. They support customers in the commercial, public, and retail sectors across the UK.
Excellent career opportunities for someone who wants to build their career in IT.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London