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23 Oct 2018

Vacancy Details

Job Reference: WS/JH/15673
Job Title: Service Desk Analyst, Cheshire East, 25K to c. 30K + Excellent Benefits
Salary: 25K to c. 30K + Excellent Benefits
Location: Crewe
Sector: IT
Type: Permanent
Job Description : JH/15673

Service Desk Analyst, Cheshire East, 25K to c. 30K + Excellent Benefits

Global software company seeks an Service Desk Analyst, to be based out of their Cheshire office.
Keywords: Service Desk Analyst, Helpdesk Support, 1st line support, ticketing systems, Help Desk, Cheshire, Staffordshire, Stoke on Trent, Shropshire

Joining the Customer Service Team, supporting, administrating and implementing IT Services to support the software platform and client related services. You will report to the Customer Services Manager.

Your role includes:
Provide first level support for inbound incidents and Service Requests from end users and client IT staff, before assigning to the appropriate resolver
Provide first level support for triggered Monitoring events and Proactive Monitoring of infrastructure and client end points, before assigning to the appropriate resolver
Manage incidents, service requests and changes in accordance with agreed policy and procedures to agreed customer service levels
Effectively communicate with the customer, during the lifecycle of a fault/ incident
Communicate both proactively and reactively with all users, resolving teams and 3rd parties
Ensure all Incidents and Service Request logged and resolved contain good quality information within them to allow effective management and reporting
Ensure that all customers receive an industry leading customer experience with each contact and any issues or complaints are escalated appropriately
Assists with the development and improvement of work instructions, procedures, standards and documentation.
Share knowledge and mentors/assists team members and other peers who are less experienced or knowledgeable in a specific technology.
Assists with Root cause analysis, inter departmental reviews


Knowledge of Wealth & Investment Business.
Ability to understand and document user requirements
Excellent verbal and written communication skills in English
Appreciation of Desktop Applications e.g. office 365
Appreciation of the Microsoft platform (SQL server, ...) is an asset
Willingness to travel to customer sites within the UK
Ability to work alone as well as part of a team

Client offers:
A challenging and progressive position within an international work environment
Excellent remuneration package (Pension Contribution, health care and life insurance)

Email: Jayne at HTS
0121 687 1234
07970 494916

Visit our website:

HTS, Specialist Recruiters. Contract and Permanent Vacancies.

Consultant : Jayne Hannon
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