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First Line Desk Analyst

The Graduate
Closing date
10 Jul 2022

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Technology & New Media
Contract Type
Full Time
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Our client is a multi-award-winning cloud and managed services provider serving organisations on a global scale. Headquartered in the UK, having 8 data centres and multiple offices across the UK, EMEA, North America, and Asia. They are continuously innovating to unlock the full potential of cloud technologies for our client's businesses.

Their track record of designing and delivering game-changing technology solutions to some of the world's leading businesses is unparalleled. They have been optimising technology within fast-moving industry sectors for over 15 years. Their senior team and many of our technical specialists have vast experience working in leading companies, both in hands-on technology roles and as buyers of IT services. This unique combination is what sets them apart when it comes to understanding their customers' challenges and helping them achieve their business objectives sooner. Their continued year-on-year growth and our expanding list of clients is testament to the value they bring.

They are officially certified as a Great Place to Work and offer an attractive salary and benefits package, along with an unrivalled training and qualification programme and career path. They continue to grow and invest in their technical services team, encouraging them to advance their technical certifications. Each specialist has or is close to achieving the highest qualifications in their field.

Their clients value their vendor certifications, which are all achieved through the investment in people, dedication, and customer-validated evidence. They have recently become the very first VMware partner in the UK to hold 7 Master Services Competencies. Also enhanced their status as Cisco Gold and Dell Gold Partner, Nvidia Elite and VMWare Enterprise Solution Provider by achieving NetApp Platinum Partner accreditation. And continued to excel in cloud services too, achieving Google Cloud Platform Partner and VMWare Principal Partner (Cloud Management & Automation) accreditations.


Our client has an exciting opportunity to join their team based within central Milton Keynes. They are looking for a Graduate with a love for technology to join their team as a 1st line Service Desk Analyst. Your responsibilities will include:
  • Triage and action appropriate requests for service, following ITIL agreed processes and procedures
  • Prompt allocation of incidents to the appropriate resolver groups within agreed SLA timeframes
  • Identification and classification within ITSM for all incident and request types
  • Accurate and efficient tracking of incidents until resolution working and collaborating with all resolver groups
  • Acknowledgment and ownership of incoming client and personnel queries remotely via email and phone, or internally at the office.
  • Prioritising tickets and escalating priority issues to relevant stakeholders within agreed SLA timeframes
  • Coordination of major incident bridge calls between relevant stakeholders and undertaking relevant actionable ITSM updates
  • Maintaining coherence to (SLA) with all relevant resolver groups via all ITSM dashboards
  • Identification of service interruptions through proactive event monitoring - performing initial triage checks and informing relevant technical resource
  • Creation of training manuals and FAQ materials for easy-access end-user guidance.
  • Documenting processes and procedures while maintaining service desk knowledge management
  • Engagement and collaboration with internal departments to ensure that customer needs are met and best in class is maintained
  • Keeping informed of advancements in company's IT technologies and additional roadmaps

Candidate Requirements:
  • At least one- years' experience in an IT performance analysis and end-user support role.
  • Technology based degree/HND
  • Technically minded
  • Quick to learn new systems
  • Positive attitude
  • In-depth and current knowledge of computer programs and hardware.
  • Good proficiency in customer relationship management (CRM) and task management software.
  • Strong customer service and soft skills
  • Exceptional analytical and problem-solving skills.
  • Advanced collaboration, communication, and interpersonal skills.
  • Excellent organizational and time management skills.
  • Willing to participate on a rotational shift pattern. Early shift: 8am-4pm and Late Shift: 2pm-10pm.

HOURS OF WORK: Start on 9-5 Mon - Fri training plan then move to 8am-4pm /2pm-10pm.

SALARY: £25-£30k base salary plus 25 days Holiday entitlement + Bank, Private Healthcare, 5% discretionary bonus based on KPI performance. Standard Pension, perkbox, Full expensed car parking


This will lead to a 2nd line technical services role

The time scales are 1-2 years DOE

The company is growing and is fully established globally, opportunities for client engagement will be available

The role is office based
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