block.co.uk
IT innovation business, offering expert consultancy, business transformation and managed services

Service Desk Analyst

About the role

You are a technology enthusiast, with an appetite for learning the latest technologies.  Working within the Internal IT department managing and supporting Block’s internal systems and end-users.  Keen to learns a number of technology disciplines, working closely with the senior technical consultants.

DUTIES INCLUDE

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging and managing calls from internal staff via telephone and email
  • Maintaining an Asset Database and track changes
  • 1st and 2nd line support - troubleshooting of IT related problems
  • Troubleshoot basic network issues
  • Escalate unresolved calls to the relevant Practice Areas
  • Log all calls in the Remedy System
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide basic in-house training in Block Apps (MS Office applications, Jabber)
  • Publishing support documentation to assist staff with requests for information & provide staff training if required
  • Basic Active Directory Admin. Creating user accounts, reset passwords, create groups etc.

A TYPICAL DAY

Customers contact the Block Operations Centre to log issues and requests. These requests come in via the telephone, via the BOC inbox.    Incidents and requests are logged within the Service Desk System and assigned to Block Consultants,  Responding to alerts from Block’s customer monitoring platform to ensure that each is dealt with appropriately to ensure uptime of customer infrastructure.

Awesome Perks!

Competitive Salary

  • 25 Days Holiday
  • Training and development
  • Interest free season ticket loan
  • Lifestyle discounts
  • Cycle to work
  • Free annual eye test
  • 10% annual discretionary bonus
  • Annual salary review
  • Pension
  • Life assurance
  • Group income protection
  • Overtime & working from home
  • Subscriptions & qualification
  • Employee assistance program
  • Childcare vouchers and more
  • Unlimited coffee

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