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Would you like to kick start your career in a supportive, collaborative and innovative company?
Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?
Join our Service Desk Team!
About the Team
The Managed Lifecycle Service Desk and Support team are an exciting team who are committed to providing excellent customer service. As expected on any support desk, it can be challenging, but is also extremely rewarding when you see issues through to resolution.
Success. The Softcat Way.
Passion. Intelligence. Fun. Responsible. Community; these are the core values which define Softcat. We are one of the UK's leading IT infrastructure providers and a FTSE 250 listed company. The business is based on two key principles: outstanding customer service and employee satisfaction - both of which inspire our flexible, friendly approach to business. For more information about Softcat please visit: www.softcat.com.
Responsibilities
In this role you will be primarily responsible for ensuring that all necessary support tickets are progressed within the Service Desk and with our suppliers. You'll need to be confident working in a fast-paced environment, as you will be a main contact between the Customers, suppliers, and the rest of the team; fielding day-to-day queries regarding hardware orders and the lifecycle of these orders, or escalating queries as appropriate.
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As the Service Desk Analyst, you'll be responsible for:
- Handling incoming telephone calls, emails, and portal tickets from our external customers regarding their IT requirements
- Logging and managing equipment requests
- Processing service requests
- Ensuring all tickets are progressed within the MDL Service Desk and with our suppliers
- Maintaining high levels of request ownership through the request lifecycle to a satisfactory customer resolution
- Working with third-party partners to aid in the resolution of service requests
Requirements
We'd love you to have:
- Articulate; ability to communicate clearly and persuasively
- Exceptional communication (verbal and written) and interpersonal skills
- Motivated, competitive, and results-driven
- Able to work independently and as part of a team, with a ‘can do' attitude
- Ability to multi-task and prioritise requirements, whilst maintaining a focus on quality work
- Good time management, and the ability to thrive in a fast-paced environment to meet tight deadlines
Flexible Working
Work in a way that works for you
We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:
- Hybrid working – 2 days in the office and 3 days working from home
- Working flexible hours - flexing the times you start and finish during the day
- Flexibility around school pick up and drop offs
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Working with us
Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.
Join us
To become part of the success story, please apply now.
If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence. You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com/jobs/our-culture/
Here at Softcat, we don't prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authentically you as possible when submitting your application to showcase your true and whole self.
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