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Service Desk Analyst

Job Title: Service Desk Analyst
Contract Type: Permanent
Location: Peterborough, United Kingdom
REF: 1995
Contact Name: Andra Serban
Job Published: 9 months ago

Job Description

Our Client:

A global family of companies and one of the largest producers and distributors in the world, striving to be the leaders of innovation within the industry. With over 7,000 employees working across 90 countries.




The role is based in Peterborough and involves maintaining a high standard of communication and customer service through various contact channels.




  • Act as a single point of contact for all IT issues and queries
  • Receive and log all customer contacts via multiple channels (phone, email, chat, self-service)
  • Troubleshoot tickets and make accurate decisions on the right path for resolution.
  • Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues
  • Ensure all relevant information is clearly recorded in the ITSM tool
  • Provide timely and accurate updates to tickets
  • Where required ensure the timely escalation of complaints to the appropriate level
  • Create and publish support documentation and knowledge information and support the Team Leader in training of new staff
  • Alert the line management to identify trends in customer issues or queries




Key performance standards / competencies / skills

  • Delivering excellent customer service     
  • ITIL foundation or experience of working in an ITIL environment
  • Experience with desktop and server operating systems       
  • Basic network and server troubleshooting skills   
  • Intermediate PC troubleshooting skills   
  • General understanding of PC architecture            
  • One year of Service Desk experience      
  • Intermediate understanding of Microsoft Productivity tools (Office, Lync etc)



Remuneration package

  • 21,000 per annum after 3 months’ probation
  • Bonus, Up to 10% of base salary  (5% Personal, 5% Business Performance)
  • Pension, Matched up to a max 10% of salary
  • Holiday         25 days ( plus 8 bank normal bank holidays )
  • Staff incentives:
  • My Staff shop membership
  • Childcare Vouchers
  • Cycle to work scheme