Job Description
Morson Talent are currently recruiting for a Support Desk Analyst on a permanent full-time basis on behalf of a market-leading construction supplier and manufacturer of sustainable solutions.
Our client is currently undergoing huge transformational change, moving from a centralised business and IT support model to a group model and have invested millions of pounds on major platforms to drive the business forward.
This is an onsite role based in Doncaster, where the candidate will be expected to be in the office 5 days a week, paying an annual salary up to £26,000 plus benefits.
The Support Desk Analyst will be responsible for being the primary contact of technical support with daily tasks including configuring, installing and troubleshooting a variety of hardware and software solutions, onboarding and offboarding staff members and ensuring the completion of 1st and 2nd line activities within pre-defined SLAs.
Responsibilities include:
• Working with the internal user base via the service desk ticketing system, telephone, direct PC to PC connection or via email to resolve IT service issues against pre-agreed SLAs
• Ensuring that requests for assistance are responded to in a timely manner against pre-agreed SLAs
• Diagnosing, analysing, documenting and logging support activities coherently in the service desk ticketing system and knowledgebase
• Following the standard operating procedures for common tasks as well as reviewing and updating as required
• Using effective guided questioning techniques appropriate to the audience to understand issues reported
• Collaborating effectively with colleagues at all levels and with different operational roles across all departments of the business
• Liaising and collaborating with 3rd parties when appropriate - external hardware, software and communications suppliers - to deliver robust and timely solutions
• Traveling via provided pool car as required to support the other UK sites within the Group
Essential skills and experience:
• Strong troubleshooting experience
• Previous experience within a customer service focused role
• Strong written and spoken communication skills, with the ability to work effectively with colleagues geographically dispersed across the UK
• Ability to communicate technical information to non-technical audiences
• Experience with telephone-based customer support
• Excellent organisational, prioritisation and time management skills
• Valid full UK Driving License
Advantageous skills and experience:
• Familiar with ITIL principles or have had ITIL training
• Knowledge of Microsoft O365 and Windows 10
• Previously worked on an IT service desk
For more information on this opportunity, please contact Kaia Annis on or