Service Desk Analyst - 1 year Fixed Term Contract

As a Service Desk Analyst, you will be responsible for providing first & second line support to our diverse user community, both within a Head Office environment in face-to-face interactions & providing remote support to our approximately 30,000 users across multiple locations both in the UK & Europe. Your primary role will be dealing with user queries & problems relating to the various technologies used across our Head Office site & our brands, fixing issues based on your own knowledge, our internal knowledge base or using other resources provided. You will be preparing & configuring end-user devices (Phones, Laptops, Desktops & Tablets), installing software, troubleshooting various applications & dealing with a wide variety of questions from our user base. You may be called upon to investigate more complex issues, researching solutions & documenting new processes. You will be responsible for managing your own ticket queue, ensuring requests are dealt with in a timely manner, escalating any issues to the Service Desk Manager if you are unable to resolve them. There will be opportunities to work on various IT projects where they apply to the Service Desk. Each day will bring something new to learn & do, and you will develop excellent customer service skills alongside the technical skills you will gain.

Responsibilities

Providing first & second line support to user community; Dealing with user queries and problems relating to technologies; Preparing and configuring end-user devices; Installing software and troubleshooting applications; Managing own ticket queue; Escalating unresolved issues to Service Desk Manager; Providing desk side support at Head Office site in Reading; Building, configuring and deploying end user devices using Microsoft toolset

Requirements

A good basic understanding of general IT; Good written & verbal English; Excellent attention to detail; Ability to follow processes

Nice to have

Experience in an operational role within a hospitality business would be an advantage

Benefits

25 days holiday (plus public holidays); Birthday off; Enhanced pension; Life Assurance cover; Discounts on high street shops, holidays, gyms and cinemas; Wellbeing assistance; Volunteering Days; Enhanced maternity leave; Secondary Carer leave; Wedding/Commitment day leave; Bespoke training and development, including apprenticeships