Service Desk Analyst

IT Service Desk Technician

• Hourly Rate: £11.91
• Location: Plymouth, Devon
• Job Type: Temporary to Permanent - initially 12 weeks

Join a leading company recognised in the Sunday Times Top Track 100 as an IT Service Desk Technician. Based in Plymouth, you will be an integral part of a dynamic Incident team, dedicated to providing professional, timely, and courteous support by resolving computer software/hardware issues for our end users.

Day-to-day of the role:

• Provide comprehensive IT support service to end customers within a retail environment.
• Receive, log, monitor, and respond promptly to Service Requests across three communication channels.
• Escalate complex and high-priority Service Records to both internal and external teams in line with agreed processes.
• Offer technical support on hardware, software, and data networks.
• Assess technical errors and determine a resolution process around till peripherals, such as Till Printers, Scanners, PEDs.
• Follow up on issue resolution via communication with Front End customers.
• Serve as a customer-centric interface for users of IT systems and external parties where applicable.
• Perform other ad-hoc duties as assigned by the IT Service Desk Team Leader and other senior members of staff within IT as required.
• Stay updated with new technologies that may be implemented by the business to maintain expert knowledge and uphold the ability to provide support.

Required Skills & Qualifications:

• Experience working in an IT support provision.
• Previous experience in a customer-facing role.
• Basic knowledge of troubleshooting network infrastructure issues (WAN, LAN, etc.).
• Good understanding of overall technology concepts and terminology.
• Demonstrable analytical approach to problem-solving.
• Excellent written and verbal communication skills.
• Good working knowledge of current Windows PC operating systems, Windows File Server environments, and current data communications methodology.

To apply for this IT Service Desk Technician position, please submit your CV detailing your relevant experience.