IT Service Desk Analyst

• Salary - up to £26,000
  
• Bonus scheme - on target bonus - 7.5%
  
• Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
  
• Critical illness cover
  
• Income protection
  
• Death in service
  
• 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
  
• A range of other flexible benefits to include private medical insurance, dental insurance and much more.

• Ensuring an exceptional level of customer service and satisfaction is always met
• Accurate ticket logging of all IT incidents and service requests whilst managing your ticket queue, making sure calls are prioritised and closed within SLA. 
• Managing calls to the agreed quality standard, including answering the call with standard greeting, correct triage of call, explaining next steps if necessary, 
• Performing remote troubleshooting through diagnostic techniques and triaging calls to a high standard. 
• Contributing towards the internal Knowledgebase helping to create documentation.
• Proactively identifying areas where the Service Desk can improve their service offering and the customer experience. 
  

• Experience within a call centre environment
• Strong technical foundation with excellent 0365, desktop and application support skills  
• Able to resolve Technical Desktop and application issues
• Microsoft Office 365
• Good knowledge of Microsoft Operating systems
• Strong customer service ethos, with first class communications skills and ability to liaise with stakeholders across all levels of business
• Highly motivated and passionate about delivering an outstanding service
• Good analytical and problem-solving skills with the ability to troubleshoot and diagnose problems
• Ability to cope with multiple incidents/priorities in a calm and efficient manner
• The ability to take ownership of a problem and see it through until the end
• Ability to work both independently under own initiative or a part of a team

We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.

We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.