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1st Line Servicedesk Analyst

Ibstock PLC
Job LocationIbstock
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Ibstock PLC the market-leading manufacturer and partner of choice for innovative clay and concrete building products, building the face of Britain for over 200 years.We are no ordinary manufacturing business. Through our principal products of clay bricks, brick components, concrete roof tiles, concrete stone masonry substitutes, concrete fencing, pre-stressed concrete products and concrete rail products, we’re committed to providing new solutions to today’s social and environmental challenges for the new build housing and domestic repair, maintenance, improvement markets (RMI) and infrastructure.Many of our long-standing customer relationships have lasted over 40 years. Our customer focus is based on quality, service and consistency and our service-led ethos is one of the key drivers in the growth of our market share over the past 10 years.We are currently recruiting for a 1st Line Servicedesk Analyst to come and join our IT Team based at our Head Office in Ibstock, Leicestershire.We are looking for an enthusiastic, customer focused and solution driven individual. You will be working in the infrastructure team as part of the wider IS department. You will be providing the initial response to requests received face to face, over the telephone and directly into the servicedesk application for all of our 1500 users. Although IT experience would be preferable the most important skill is customer service. This position will provide key training to a professional who is looking for a career in IT.Key Responsibilities Include:

  • Ensuring a prompt and professional response to all types of enquiries into the Service Desk
  • Monitoring and administrating the service desk application
  • Logging and recording all Interactions, Incidents and Service Request tickets ensuring they are accurately raised, correctly categorised and prioritised and that business expectations are well managed through effective communication.
  • Providing a pro-active service helping staff to resolve queries and providing information to users on the progress of outstanding support calls.
  • Keeping the knowledge base up to date as and when required.
  • Assist IT team on projects and other areas as and when required
  • Escalate to 3rd level support as necessary
  • Administration of Starters and Leavers.
  • Follow departmental procedures.
  • Administration of in house procedures and process.
  • Administration of Active Directory groups, accounts, OUs and Security.
  • Develop and maintain documentation for processes and procedures.
  • Placing IT purchase orders onto our ERP system
  • Proactively working to improve internal processes
    • Essential Qualifications and Experience:
  • Demonstrable customer service experience
  • ITIL V3 Foundation qualification is desirable
  • Good personal planning and organisational skills.
  • Interest in learning and developing new skills within IT
  • Excellent communication skills and telephone manner
  • The desire to work well in a team working environment, and can demonstrate this from previous roles
  • You must be computer literate
  • Confident individual with a proactive attitude
  • Must be able to multi-task and keep calm under pressure
  • Good attention to detail and ability to show initiative.
    • Please note: it is our policy to verify all relevant qualifications. You will be required to provide substantive proof of your qualifications, so that we can verify them with the awarding body.Ibstock PLC are committed and passionate about building a diverse environment. We are proud to be an Equal Opportunity employer. You will receive consideration for employment without regard to gender, gender identity or expression, sexual orientation, race, religion, national origin, disability or age.

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