IT Service Desk Analyst - Liverpool - up to £24k

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IT Service Desk Analyst - Liverpool - up to £24kGreat opportunity for a customer-service focused IT Support Analyst. Be on the frontline of managing IT issues for this large, multinational company. Client DetailsThe client are a global professional and financial services company. Their IT Helpdesk is based out of their city centre offices. They offer additional training, structured career progression and are very keen on promoting from within. DescriptionIT Service Desk Analyst - Liverpool - up to £24kSupport is provided for a variety of software and hardware systems used within the firm, involving all aspects of customer support. The role includes telephony, remote and desk side support.Reporting to the IT Hub Lead, the role will be to assist the delivery of functions within the IT team and the wider business by working on the IT Service Desk and will record and resolve support incidents/service requests when received and escalate issues to appropriate teams. Ensuring that the IT Support function is operating within defined KPIs and SLAs to ultimately protect the company reputation and enhance customer relationships.The role will be responsible for day to day delivery of IT Service Desk and administration activities according to governance, processes, policies and agreed service level agreements. You'll also:Providing customer centred support adhering to internal Quality service level agreements to provide call handling, ticket and incident management, escalation and first line investigation in line with agreed KPI measurements Aiming for first time resolution of incidents, ensuring troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites Ensure regular ticket updates to manage customer expectations, provide first point of contact for any escalation for users throughout the business and any internal queries from Service Desk Analysts Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalatingProvide first point of contact for any escalation for users throughout the business and for any internal queries from Service Desk AnalystsProfileWe're looking for a dynamic individual who is passionate about IT, problem solving and providing great customer service.Key skills/experience we are looking for:Proven experience of working with Tier 1 Microsoft applications (O365)Proven Experience of Incident Management Systems (ServiceNow)First Line level IT support experience preferably within a remote support positionKnowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment including but not limited to: Active Directory, O365 application suite, Windows 10, SCCM, Azure, SharePoint, Mimecast, Cloud Computing, Sophos EssentialJob OfferThis is a chance to join a global business who really invest in their staff, offering further study and training opportunities. Alongside the base salary, the offer the following benefits:25 days annual leaveAccess to matched contribution company pensionLife assuranceAccess to a range of flexible lifestyle, wellbeing and financial wellness benefits IT Service Desk Analyst - Liverpool - up to £24k