Helpdesk Analyst - Hemel Hempstead, Hertfordshire
- Recruiter
- Bourne Leisure
- Location
- Hemel Hempstead, Hertfordshire
- Salary
- Competitive
- Posted
- 17 Sep 2021
- Closes
- 13 Oct 2021
- Ref
- req23590
- Sector
- Hotel jobs, Housekeeping & Maintenance, Restaurant, Catering & Hospitality jobs, Waiting Staff, Retail jobs, Retail Customer Service Assistant
- Job Type
- Full Time
Helpdesk Analyst - Hemel Hempstead, Hertfordshire
Do you want a career working for The Sunday Times 6th Best Biggest Company in the UK?
As a Helpdesk Analyst, you will be responsible for ensuring all phone calls to the Helpdesk are responded in a polite and friendly manner. You will ensure that tickets are created with clear and concise information and assigned to the relevant resolver groups.
Our ideal Helpdesk Analyst will have experience in a similar role. They will understand Service Management and be passionate about IT and customer service. They will be task driven with a willingness to take ownership and drive follows through to a successful conclusion. They need to be customer centric at all times and be able to work under pressure and meet strict SLA.
Purpose of the role:
Acting as a positive role model for the Bourne Leisure brand to encourage team engagement aligning brand, culture and values
Act as first point of contact for a vast range of incidents and service requests
Answering phone calls in a professional and polite manner
Building relationships with our team members
Ability to work under own initiative and have a proactive attitude to work
Keeping team members up to date on incidents and service requests
First time fix in accordance with performance targets and ensure SLAs are met
Responsible for the administration and maintenance of IT accounts
Escalation to resolver groups as and when appropriate
Support of new deployments
Site visits supporting our sites as part of a scheduled support programme
Assisting with service improvement initiatives and taking a proactive approach to increasing productivity
Passionate about IT, able to bring new ideas and ways of working to the team
Role responsibilities:
Produce and update technical documentation
Develop IT procedures
Assisting with hardware builds, including Desktops, Laptops and phones
Root cause diagnosis
Service request ticket logging using the service request system and expediting - e.g. ordering hardware/software.
Software licence management
Weekend working
Other desirable skills:
A methodical and meticulous approach
IT service management (ITIL Foundation)
Task driven with a willingness to take ownership and drive through to successful conclusion
Excellent communication (written and oral) and presentation skills for technical and non-technical staff
The ability to work under pressure and meet deadlines
Team player and ability to work on own
Good record keeping on incidents and service requests
Shift rota and weekend working
Liaison with IT colleagues, business and vendors
Do you want a career working for The Sunday Times 6th Best Biggest Company in the UK?
As a Helpdesk Analyst, you will be responsible for ensuring all phone calls to the Helpdesk are responded in a polite and friendly manner. You will ensure that tickets are created with clear and concise information and assigned to the relevant resolver groups.
Our ideal Helpdesk Analyst will have experience in a similar role. They will understand Service Management and be passionate about IT and customer service. They will be task driven with a willingness to take ownership and drive follows through to a successful conclusion. They need to be customer centric at all times and be able to work under pressure and meet strict SLA.
Purpose of the role:
Acting as a positive role model for the Bourne Leisure brand to encourage team engagement aligning brand, culture and values
Act as first point of contact for a vast range of incidents and service requests
Answering phone calls in a professional and polite manner
Building relationships with our team members
Ability to work under own initiative and have a proactive attitude to work
Keeping team members up to date on incidents and service requests
First time fix in accordance with performance targets and ensure SLAs are met
Responsible for the administration and maintenance of IT accounts
Escalation to resolver groups as and when appropriate
Support of new deployments
Site visits supporting our sites as part of a scheduled support programme
Assisting with service improvement initiatives and taking a proactive approach to increasing productivity
Passionate about IT, able to bring new ideas and ways of working to the team
Role responsibilities:
Produce and update technical documentation
Develop IT procedures
Assisting with hardware builds, including Desktops, Laptops and phones
Root cause diagnosis
Service request ticket logging using the service request system and expediting - e.g. ordering hardware/software.
Software licence management
Weekend working
Other desirable skills:
A methodical and meticulous approach
IT service management (ITIL Foundation)
Task driven with a willingness to take ownership and drive through to successful conclusion
Excellent communication (written and oral) and presentation skills for technical and non-technical staff
The ability to work under pressure and meet deadlines
Team player and ability to work on own
Good record keeping on incidents and service requests
Shift rota and weekend working
Liaison with IT colleagues, business and vendors