IT Service Desk Analyst

Job Description

Company description:An award-winning employer, our people aretrusted and responsible, believing in what they do with a clear commitment to contribute to transforming the world we live in andshaping a world of trust.Bureau Veritas operates in a wide range of sectors, deliveringTesting, Inspection and Certification services to some of the world’s biggest household names. Withmore than 400,000 global clients and a reputation for quality, we are at the forefront of service and innovation.Our people are at the heart of everything we do, which is why we have worked hard to create a supportive and engaging working environment, which isopen and inclusiveand individuals are given the opportunity tofulfil their potentialand reallyleave theirmark.Job description:Role: IT Service Desk AnalystLocation: Wythenshawe, Manchester (Hybrid)Basic Salary: £22,672 - £24,000Role PurposeAt Bureau Veritas, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking an IT/IS Service Desk Analyst to assist our customers with questions and problems concerning computer systems, hardware, and software. The Analyst will work with customers remotely, ensuring that all IT support requests and incidents are raisedand resolved within the given SLA. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.We are open to applicants who have either a background or interest in IT/IS systems and resolving technical challenges in this field. Whether that is gained from personal interest, work experience or elsewhere – we want to hear from you!Responsibilities include, but not limited to:

• Act as a single point of contact; receiving calls and emails from BV staff across Northwest Europe requesting assistance with their IT issues
• Accurately log calls into the Bureau Veritas Service Desk System
• Follow existing Service desk procedures to:

• Provide a 1st level support service to determine resolution and/or allocate to the relevant support group
• Ensure the level of ticket quality associated with is according to standards
• Be responsible for modifying accounts for new starters / leavers and role changes
• Achieve / maintain end to end SLA’s for support calls
• Ensure clear communication and instruction to colleagues on IT related issues

• Customer focused to work effectively as part of a team to resolve issues within SLA
• To work independently and capable of sharing knowledge and practices with a team

What will you need to succeed in this role

• Ideally IT/IS related course at degree level
• GCSE Maths, English, IT level or equivalent
• Knowledge of IT Support principles, including Windows O/S, Microsoft Office 365
• Excellent Customer Service Skills
• Ability to prioritise and effectively time manage
• Effective communication skills
• Previous job-related experience desirable

What’s in it for you

• Basic salary between £22,672 - £24,000
• 25 days holiday + 8 bank holidays
• Combined employee/employer pension contributions of up to 12%
• Hybrid Working
• Flexible benefits scheme, to suit what is important to you including Life Cover, Private health care, Dental Care, GymFlex, Techscheme, Enhanced Maternity/Paternity policy, Give as You Earn scheme & Travel Insurance
• Health and Wellbeing Support through; Mental Health First aiders, Employee Assistance programme & Smart Health services