Service Desk Analyst

You will be responsible for carrying out first line technical support activities to provide a proactive and reactive service to achieve exceptional customer satisfaction for the clients whilst adhering to strict SLA’s.

Covering 24/7/365 – Shift patterns TBC

• Service as the first point of contact performing initial triage for all IT service requests, incidents, alerts and queries via phone, email, chat or monitoring tools and making appropriate routing decisions, resolving the issues, or escalating to the second line or third line teams within the required timescales to achieve SLA targets
• Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
• Proactively drive and manage tickets ensuring they have been updated/resolved as per agreed procedures
• Liaise with end users, internal support teams, and third-party vendors to coordinate and expedite issue resolution
• Proactively monitor ticket queues to ensure progress and timely updates in accordance with SLAs and escalation procedures
• Establish and maintain effective working relationships with colleagues and management
• Ensure adherence to service desk policies, processes, and security protocols, including data protection and confidentiality standards
• Understand and respond to feedback from ticket quality reviews
• Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
• Complete mandatory training designated by Bell within the required timescales
• Demonstrate a commitment to continuous service improvement by actively identifying opportunities of enhancement. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time

Essential Attributes
• Self-starter and logical problem solver– able to work independently using your own initiative but also a strong dependable team player
• Articulate in both verbal and written communication (to both technical and non-technical audiences)
• Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
• Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
• Willingness to learn quickly and adaptable as the situation requires
• Strong emphasis on delivering an excellent customer experience, while working under pressure
• Disciplined prioritisation and time management abilities
• Have the ability to work under pressure in a fast-paced environment and ensure agreed targets are met
• Ability to learn new skills while following agreed operating procedures
• Have a logical approach to problem solving

Experience
• Previous experience working in a 1st Line IT support environment for at least 12 months – preferably supporting the hospital / healthcare industry
• Previous experience working with ticketing systems such as ServiceNow or other equivalent ITSM platforms
• Able to demonstrate experience delivering exceptional customer service
• Experience adhering and working towards agreed SLAs and KPIs
• Understanding of IT workflows and ITIL practices
• Ability to work on your own initiative as well as part of a wider team

Knowledge
• Working knowledge and understanding of Microsoft 365 including Outlook, Teams, OneDrive and SharePoint
• Basic understanding of Active Directory, password resets and account management
• Foundational knowledge of Microsoft Azure, including user and group administration in Azure Active Directory (Entra ID), conditional access awareness, and familiarity with cloud-based identity and access management
• Awareness of Citrix environments, including basic connectivity troubleshooting, understanding of virtual desktop/application delivery, and user session support
• Awareness of network fundamentals, including connectivity, VPNs and wireless troubleshooting
• General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems