Service Desk Analyst

Become a change maker and join Node4\.

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business \- our people. We want you to grow, learn, and evolve alongside us.

So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.

About the role

We are the people who love what we do. Fuelled by our passion for technology and what it can do to make businesses grow, Node4 Service Desk is an exciting and ambitious workplace environment as we continue to grow, develop and expand into new markets with our varied NODE4 products, services and new solutions.

Our IT Service Desk is the 1st point of contact for our thriving range of products and customers. Our Service Desk Team strive for excellence by providing technical support including installation, troubleshooting, ticket logging and escalation where possible.

We are on hand to ensure our customers are receiving the most possible care and that products and systems are performing. Overall, our service desk analysts are the focal point of our managed services team providing first class support to our customers ensuring they are leveraging the benefits of their technology investment.

Key Tasks \& Responsibilities

• Answering inbound Calls


• Emails \& Web\-Chats.


• Creating \& Assigning tickets based on priority to appropriate teams.


• Fault diagnosis/resolution based on services and products.


• Monitoring \& updating tickets and ensuring closure of escalated tickets as required.


• Liaising \& dealing with 3rd party suppliers relating to leased lines \& DSL.


• Supporting internal networking tasks.


• Build and setup internal \& external hardware/software.


• To contribute to internal processes, documentation and continuous business and service desk improvement.


• Supporting our cloud, networks and unified comms teams to drive more fixes to resolution at first point of contact.


• Working to achieve and exceed service and product related service level agreement.

• Experience of working in a Service Desk / ISP environment.


• Demonstratable experience of working with MS O365\. Knowledge of the ITIL ServiceDesk environment.

• A proactive approach to learning new things.


• Excellent self\-driven time management skills with an ability to prioritise and multi\-task in order to meet tight deadlines.


• Highly motivated to deliver quality outcomes with the ability to remain calm under pressure.


• Excellent communication skills at all levels, both written and verbal.


• Have an analytical and customer focused approach to solving problems.


• Excellent inter\-personal skills and working in and contributing to small and large teams both client facing and internally.

• Hybrid Working


• Private Medical Insurance or Company Paid Health Cash Plan


• Employee Assistance Program


• 25 days holidays plus your birthday off


• Option to purchase additional holiday (up to 5 days)


• Company Pension Scheme


• Life Assurance x 4


• A diverse workforce


• Employee investment with Node4 training Academy


• Family savings and shopping discounts through the Node4 benefits portal.


• Discounted Gym Membership


• Modern facilities with open and welcoming breakout areas


• Company Social events


• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200\. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

Locations
Stafford
Employment type
Part\-time

This listing is from indeed. View original listing ↗