Job Title: Service Desk Analyst

Location: Peterborough

Contract: Part time (2 days per week)

We are searching for a passionate IT professional to join our thriving service desk and support team here at ABF.

The chosen candidate will offer effective IT support services, and act as a point of contact for all IT issues and queries for multiple business units and customers across the ABF portfolio.

What You'll Be Doing

• Act as a single point of contact for all IT issues and queries.
• Receive and log all customer contacts via multiple channels (phone, email, chat, self service).
• Troubleshoot tickets and make accurate decisions on the right path for resolution of the customer enquiry.
• Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues.
• Ensure all relevant information is clearly recorded in the ITSM tool.
• Provide timely and accurate updates to tickets.
• Where required ensure the timely escalation of complaints to the appropriate level.
• Continuously maintain a high standard of customer service.
• Create and publish support documentation and knowledge information and support the Team Leader in training of new staff.
• Alert the line management to identify trends in customer issues or queries.