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Service Desk Analyst

Job description

Thorn Baker Industrial Recruitment are proud to be working in partnership with Mansfield's leading Marketing company, supporting their search in finding a number of Service Desk Analysts to join their team on a permanent basis.

Working within a modern and highly innovative environment, you will be joining a fast paced team, providing clients with outstanding customer service.

Your Job Role & Responsibilities:

  • Providing remote first-line support to digital screens clients
  • Answer incoming calls and emails, accurately recording issues within the ticketing system
  • Pro actively log tickets via the monitoring and alerting system
  • Perform basic diagnostics across multiple internal systems, escalating issues internally where required
  • Managing and maintaining tickets across various workflows, taking ownership of issues, providing regular communication to end users, identifying appropriate solutions, and ensuring all tickets are progressed or resolved within agreed SLAs
  • Engage with 3rd parties where applicable to arrange engineer visits
  • Generate quotes for replacement hardware where applicable
  • Provide feedback for, and contribute to, continuous improvement within the team

About You

Essential skills:

  • Experience in providing high levels of telephone based, or in-person, customer service
  • Good communication skills, both written and verbal
  • Ability to work on your own, as part of a team, and under pressure
  • Good time management and ability to prioritise
  • Initiative to diagnose problems
  • Professional working attitude

Desirable skills:

  • Experience as a First Line Support Analyst or equivalent role
  • Experience using ticketing platforms such as Zendesk or ServiceNow
  • Experience troubleshooting any of the following: digital screens, AV, OS, hardware, software


£23,000 - £26,000 dependant on experience


Days, with some early starts and late finishes, on a 12 week rota cycle

This is a highly sought after company with immediate starts available. If you have the credentials and are looking for the next step in your career, hit apply and a member of the team will be in touch.


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