Are you an experienced support analyst or service desk administrator with the skills required to deliver service-management excellence? Would you like to support a range of exciting project for various blue-clip clients? Then we'd love to hear from you.
About the role
Due to phenomenal expansion and success, we now have an immediate requirement for a Support Analyst to join the team in Newcastle.
The right person will have previous experience within a service management role with the right attributes to liaise directly with customers to manage their incidents, problems, and change requests through to completion.
Main duties
Working under the Service Delivery Manager as part of our service delivery team, you will be responsible for managing incidents, problems and change requests on our ITIL-aligned service desk.
This will include triaging incidents, task allocation within the team, expediting work, reporting internally and to customers, SLA monitoring, change control, contract management and escalation when required.
You will also be undertaking an expanding range of standard changes dependent on your previous skills and experience and the training we will provide as part of your role.
Skills and experience
You will need:
- experience working in a customer-facing role on a service desk in a technical environment
- the capability to deliver an expanding range of standard changes
- a methodical, yet flexible approach
- strong analytical skills
- good knowledge of Microsoft Office tools
Ideally you will have:
- a qualification to ITIL Foundation Level
- knowledge of BS15000 / ISO20000
- experience in source code management
- exposure to CMS systems, preferably RedDot / OpenText
- knowledge of service desk management tools, ideally Axosoft OnTime
- experience with Microsoft Team Foundation Server (TFS)
- knowledge of Microsoft Project Server and Microsoft SharePoint
In return, we’re offering an exciting opportunity to join one of the UK’s top digital agencies. As well as competitive rates of pay, we also offer a generous pension scheme, a company mobile phone, fabulous social events, and a childcare scheme for employees with little ones.
Interested?
If you think you’ve got what it takes, then we’d love hear from you.
apply online