Service Desk Analyst

Do you have the tenacity and confidence to challenge the current thinking or trends to influence team success whilst ensuring exceptional customer service? We are looking for a highly motivated individual who is pragmatic in approach and is able to demonstrate good work ethics during all interactions.

This role is initially going to be on a 4 on, 4 off shift pattern with a view to move to a day shift pattern.

What you'll be doing..

  • 1st and 2nd level IT Customer Service to ensure IT support is provided via telephone, remote support, network access, etc.;
    • Effective support of Customer facing systems is provided to customers to the required standard and within SLA
    • Effective support of internal desktops, laptops and printers and assigning to relevant departments if further investigation is required
    • Effective support of software including operating systems, application tools, PC application packages;
    • Effective support of more technically challenging systems and a broader understanding of IT
    • Extract and report accurately on Client data within the agreed SLA
    • Assign tasks to the IT Service Delivery and IT Technical Support Teams within an appropriate timescale to enable all 2nd level support activities to be performed to the required standard and within SLA
  • Ensuring all requests are logged using the IT Help Desk System
  • Logging and setting up all system administration services for the various IT systems in use throughout Node4 Starcom including adding new users & standard administration tasks as defined by the Technical Infrastructure team
  • Liaison with relevant 3rd Party IT suppliers/partners
  • Awareness of system maintenance and downtimes that affect the business
  • Responsibility to inform our customers of system downtimes and maintenance
  • Maintain effective communication with fellow IT staff throughout K3 group

What we're looking for..

  • Educated to degree level, preferably in an IT subject
  • 1 year’s professional IT experience preferred
  • Proven experience in a customer facing environment
  • Proven experience in making sound decisions
  • Articulates contribution of own department to business
  • Keeps up to date with market and commercial developments in and outside of K3 group.
  • Articulates contribution of own department to business;
  • Keeps up to date with market and commercial developments in and outside of K3 group.

Why join us?

Recognised as one of the UK’s 100 Best Workplaces™ by Great Place to Work®, Node4 is an innovative Managed Services Provider, offering IT infrastructure and services, all flexibly deployed across our own infrastructure fabric and the public cloud.

We provide a range of solutions, including cloud services to support hybrid and multi-cloud models, connectivity, data services, collaboration, and security. This enables us to help UK businesses in every sector do more in the digital age.

Work for Node4 and you will be part of a friendly, supportive culture focused on delivering Exceptional Service as a Standard (ESaaS) to our customers – and one another.

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