Service Desk Analyst / IT Support Help Desk Technician

nGeneration are looking for an enthusiastic and personable Service Desk Analyst to join our Support Desk team. We pride ourselves on our service, as the first point of contact for our customers, your friendly and helpful demeanour is crucial as you diagnose and solve their IT issues or escalate them to our field service engineers, keeping the customer updated every step of the way. Working on a 3 days on, 3 days off shift pattern with 12 working hours a day, you’ll be responsible for completing detailed and accurate records after every call and logging any incidents or service requests received on the phone, via email or through customer portals. nGeneration are one of the UK’s leading independent IT suppliers to the Hospitality, Retail and Leisure industries, specialising in bespoke IT service solutions. Our services range from Consultancy through to Outlet Support and Maintenance for IT Solutions both at the outlet and centrally. You will be based within our newly built, high specification open plan head office in Dudley.

Responsibilities

First point of contact for customers; Diagnose and solve IT issues or escalate them to field service engineers; Keep customers updated every step of the way; Complete detailed and accurate records after every call; Log incidents and service requests received by phone, email, or customer portals

Requirements

Enthusiastic and personable; Brilliant attitude; Friendly and helpful demeanour; Well versed in IT; Understanding of network and database structures; Computer hardware and Windows desktop support

Nice to have

IT Support: 1 year (preferred); Hospitality: 1 year (preferred); Experience of hospitality and retail EPoS systems; Worked within hospitality or retail previously

Benefits

Training opportunities; 19.6 days annual leave; Company events and team parties and events