Service Desk Analyst

Job Description

Coronavirus (COVID-19) - Recruitment: Lets help one anotherThe health, welfare and safety of our colleagues and the people we recruit is vital to us therefore we are closely monitoring Government guidance to ensure we are complying with guidelines and Wescot’s duty of care. This includes operating strict social distancing within our work, training, recreation and general access areas to ensure we protect all our colleagues in every office.Who are we Wescot was incorporated in Scotland in 1983, but following expansion now operates in Bolton, Glasgow, Hull, Malton, Saltcoats and Telford. Wescot are not your typical contact centre, we offer our customers a range of financial services across our various sites. We work on behalf of banking, utility, telecoms and retail finance companies whose customers have fallen behind with their repayments. We strive to deliver gold-standard customer service, working with each individual customer to establish affordable and sustainable repayment arrangements. We are focused on an ethical approach and provide excellent service which we believe is due to our fantastic employees offering the best possible outcomes to all our customers.Your Role:To be considered for this role, you must also have experience of a Service Desk in an ITIL environment, troubleshooting Windows 10 and supporting applications, Active Directory, Microsoft Office 365 and Exchange Admin Centre.As the Service Desk Analyst, you will be responsible for providing 1st line support services across our UK sites. You will be expected to resolve calls and requests against defined SLAs. You will also provide quick break-fix solutions to customers, technical advice and expertise in relation to desktop hardware and software and escalate queries to the appropriate team.We are looking for a real team player, someone who can build relationships with the Service Desk team, Support teams, Project teams, suppliers, stakeholders and senior management. Therefore, the successful candidate must have excellent communication skills, combined with strong customer service skills.Key responsibilities include making sure that all work is carried out to ITIL best practise and internal procedures. Further, you will need to be flexible about working between 0800 and 1800 Monday to Friday.Key Deliverables:• Log all incidents, requests and responses into the IT Service Management Tool, providing first line solutions where appropriate and escalating to second and third line support as necessary following the incident management process.• To be proactive in identifying trends and advising the Team Leader of possible service implications and solutions. To schedule additional work and ticket management around daily tasks ensuring smooth operations of the desk.• Playing an active role in mentoring, coaching and developing other Service Desk analysts.• 3rd Party and Vendor communication or escalation in response to Service Support accountabilities.• Report any risks/issues associated with current processes or new processes to line management.Knowledge / Skills / Experience:The ideal candidate will be able to demonstrate excellent customer service skills and experience along with strong technical troubleshooting support skills in a multi-platform desktop environment. You will have excellent communication skills (both verbally and written) with the ability to communicate using technical and non-technical language.• Active Directory management, administration and maintenance• IT Service Management System knowledge• ITIL awareness• Core understanding of Windows 10 and associated applications to deal with 1st line user queries/resolutions• Basic understanding of computer networking• Able to manage own time and workload• Able to continually analyse and re-prioritise existing workload and able to identify where assistance is required to prevent unnecessary delays to the end user• Able to quickly learn and adapt, applying technical information in a fast paced environment• Strong investigation and troubleshooting skills• 2-3 years IT Service Desk experience• Experience in the financial sector desirableWescot is an equal opportunities recruiter and welcome applications from all suitably skilled applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.We are an FCA regulated company we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening on all successful candidates.Please note, our checks are not based on your credit score - if you have any further questions about any part of the process, please email .