Service Desk Analyst – Remote (UK) | Codestone

School Result; Remote; GBP 27,000 - 36,000; Full time

Job summary

A managed IT services provider is seeking a full-time Service Desk Analyst to join its remote support team. The role involves providing first-line technical support, incident management, and ensuring high levels of customer service. The position offers a unique 4 days on, 4 days off schedule with working hours from 7:00 AM to 7:00 PM, and a competitive salary ranging between £27,000 and £36,000 annually. Ideal candidates will have experience in a Service Desk environment and strong communication skills.

Qualifications

• Experience in a Service Desk environment, preferably with a Managed Service Provider.
• Hands-on experience with service desk and remote-control software.
• Familiarity with Active Directory and Windows OS (version 10 and above).

Responsibilities

• Provide first-line technical support to managed service customers.
• Maintain a high level of customer service across all interactions.
• Take ownership of user incidents and service requests.

Skills

Communication skills

Customer service

Technical troubleshooting

Tools

ITSM tools

Remote-control software

Microsoft Office

Job description

Codestone is a leading provider of managed IT services and enterprise software solutions, known for delivering exceptional customer support and technical expertise. With a strong reputation in the UK technology sector, Codestone serves a wide range of clients across industries, helping them optimise their IT infrastructure and streamline operations.

As part of its continued growth, Codestone is recruiting a full-time Service Desk Analyst to join its remote support team. This role offers a competitive salary estimated between £27,000 and £36,000 per year and follows a unique 4 days on / 4 days off schedule, with working hours from 7:00 AM to 7:00 PM.

Job Summary

The Service Desk Analyst will be responsible for providing first-line technical support to managed service customers. Operating within a fast-paced service desk environment, the successful candidate will handle incoming queries via phone, email, and instant messaging platforms. This role requires a proactive approach to incident resolution, strong communication skills, and a commitment to delivering outstanding customer service.

Key Responsibilities

Incident Management and User Support

• Serve as the first point of contact for users requesting standard services via phone, email, and self-service platforms
• Maintain a high level of customer service across all interactions, adhering to service management principles and contractual SLAs
• Take ownership of user incidents and service requests, ensuring timely resolution or appropriate escalation
• Perform technical fixes within your skill level and escalate unresolved issues while maintaining overall ownership until closure
• Provide regular updates to users on the progress of open incidents and requests

Fault Resolution and Escalation

• Record and monitor all faults and service requests using the customer’s ITSM tool
• Triage and resolve faults where access and knowledge are provided
• Escalate unresolved faults to internal customer teams and assist with triage
• Communicate effectively with users and resolver teams to ensure accurate ticket handling and resolution

Systems and Tools Support

• Use ITSM tools and remote connection software to diagnose and resolve issues
• Support users with Microsoft Office applications and Windows operating systems
• Maintain and update documentation of known issue fixes
• Assist in the upkeep of IT procedures under the direction of the Line Manager

Required Skills and Experience

Technical Expertise

• Experience working in a Service Desk environment, preferably with a Managed Service Provider
• Hands-on experience with service desk and remote-control software
• Familiarity with Active Directory, Windows OS (version 10 and above), iOS, and Android
• Proficiency in using ITSM tools and business support software
• Experience with Hornbill software is advantageous

Communication and Customer Service

• Ability to communicate clearly and effectively with both technical and non-technical audiences
• Proven track record in customer-facing roles, with a strong focus on service delivery
• Ability to digest complex technical data and relay it in a clear, concise manner
• Empathy and patience when dealing with user concerns, especially during complex or recurring issues

Personal Attributes

• Proactive, positive, and self-motivated team player
• Strong organisational skills and attention to detail
• Ability to work effectively in high-pressure, fast-paced environments
• Commitment to continual process improvement and collaborative problem-solving
• Accountability for user incidents and requests, ensuring consistent follow-ups and resolution

Work Schedule

• Fully remote role
• 4 days on / 4 days off schedule
• Working hours: 7:00 AM to 7:00 PM

Performance Targets

• Timely response and resolution of customer queries
• Achievement of target response and resolution SLAs
• Positive feedback from customer satisfaction surveys

Key Behaviours

• Customer Focus: Commitment to delivering excellent service and ensuring a positive user experience
• Communication: Clear and effective interaction with users and team members
• Problem-Solving: Initiative in resolving incidents and escalating appropriately
• Accountability: Ownership of tasks and proactive follow-through
• Teamwork: Collaboration with analysts and resolver teams to achieve shared goals
• Attention to Detail: Accurate recording and monitoring of incidents and requests

Apply for This Job

To apply, click here to submit your application. Be sure to include a tailored CV and cover letter that highlights your relevant experience in IT support, customer service, and service desk operations.

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