First Level Service Desk Analyst

Arrow Global
Closing date
18 Sep 2020

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Technology & New Media
Contract Type
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Who we are?

We are a financially strong, European regulated business operating in five different geographies, with over 9 million customer accounts, delivering strong financial returns. Our Purpose - building better financial futures.

The role

We have an exciting opportunity for a First Level Service Desk Analyst - 12-month fixed term. Join a fast-paced service desk environment that is passionate about delivering excellent customer service, resolving customer issues and involved in all aspects of technical support.

You will be part of a dedicated, hardworking team delivering first point of contact for all IT issues and queries, to provide excellent customer services and provide first time fixes. You will be required to receive and record incidents from IT service users within the organisation and to accurately log and records these within the helpdesk management system. You will also be required to assist in resolving first line IT issues and to support to end users, working closely with all the teams, the service users and third party suppliers, maintaining a regular dialogue with the service user until the incident has been resolved and closed.

Skills we're looking for:

Strong technical skills in resolving 1st line IT issues.

Previous experience in a service desk environment ideally within a contact centre.

Knowledge of ITIL processes and procedures - ITIL Foundation Certificate is desirable

Good understanding of data protection/information security.

Knowledge of IOS configuration and support

Experience of hardware and software installation and configuration

Good knowledge of Windows operating systems, Office 365, Microsoft Office packages

Knowledge of service management tools e.g. ServiceDesk Plus

Excellent written and verbal communication skills.

Comfortable working within a fast-paced environment.

This role will be based at our Glasgow office with an element of home working likely due to the current Pandemic.

What we can offer you

We offer a competitive salary and attractive benefits package and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have very interactive subsidised events, colleague engagement teams, employee recognition and development programs.

Share Incentive Plan

25 Days holiday rising to 30days (plus opportunity to buy/sell)

Pension Scheme - company matching up to 5%

Life Assurance 4 x salary

Private medical insurance / Health plans

Income protection

Employee assistance program

Cycle to work scheme / Gym Flex / Gadget scheme

Please note - we are an equal opportunities employer and FCA regulated company - we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening.

(Strictly No Recruitment Agencies Please)
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