Sevice Desk Analyst Level 2

Job type: Permanent Location: Wrightbus Closing date: Monday 20 Jan 2025 08:00 Wrightbus is now recruiting for two Sevice Desk Analysts (Level 2(. To apply for this position please upload your CV. Hours of Work: 4.5 day week Staff Benefits: Life Insurance, Medicash scheme, Free car parking on site, Canteen, Career progression, Flexitime wbstaff Job Title: Level 2 Service Desk Technician Department: IT Reports To: Service Desk Manager Purpose of Post An opportunity to join a new dynamic Service Desk team at a fast-growing leader manufacturer. The Level 2 Service Desk Technician is responsible for providing IT support to internal customers, both on-site and remotely. The role requires troubleshooting issues to find fixes, workarounds, and final solutions while delivering exemplary customer service. The technician must be technically proficient in the latest end user technologies, proactive, and possess strong organizational and customer service skills. Key Tasks: Install and configure hardware and software Respond to service desk tickets in accordance with SLA guidelines Record, track, and document the help desk request problem-solving process Provide timely responses to requests and issues keeping customers informed of status Repair and replace equipment as necessary Provide onsite and remote support to end-users Support new hire IT training and workstation setup Utilize Windows and Mac OS devices extensively Work within Active Directory Test and evaluate new technology Create technical documentation for staff training purposes Resolve Level 1 support tickets as needed Perform in-depth troubleshooting analysis Contribute to problem management Contribute to knowledge base Skills and Qualifications: Proven working experience in providing help desk support. Proficiency in English. Working knowledge of help desk software, databases, and remote control. Strong client-facing and communication skills. Advanced troubleshooting and multi-tasking skills. Customer service orientation. BS degree in Information Technology, Computer Science, or equivalent. Preferred Certifications: CompTIA A Certification. Microsoft Certified Professional (MCP). Desired Attributes and Experience: Customer service-oriented mindset Strong organizational and time management skills Excellent verbal and written communication skills Strong interpersonal skills Reliable and able to work independently Solid understanding of computers, networks, and software Proficient in MS Office applications: Word, Excel, Outlook High attention to detail Previous experience with ticketing systems, preferably ServiceNow Willingness to travel to sites as needed Willingness to work overtime, weekends, or after hours when necessary Ability to work in a high-pressure environment Quick learner with a willingness to adapt to new technology General Undertake all duties in line with General Data Protection and maintain utmost level of confidentiality. Ensure work is completed to meet the requirements of the ISO 9001 standard. Ensure that you treat those with whom they come into contact in a courteous and respectful manner in accordance with the Dignity at Work Procedure. Wrightbus is committed to equality of opportunity and to selection based on merit. You are required to adhere to and promote the Equal Opportunities Policy throughout the course of your employment. You must maintain high standards of personal accountability. You must follow the training received when using any work items Wrightbus has provided. You must co-operate with others on health and safety and not interfere with, or misuse, anything provided for their health, safety, or welfare. You must take care of your own health and safety and that of people who may be affected by what you do (or do not do). You must comply with the no smoking policy. Staying away from home on occasions will be necessary to meet the requirements of the role. Benefits Flexi time Discount from local retailers including hotels Pension Medicash health care Onsite subsidised canteen Free car parking on site Fantastic Team environment Note This job description will be subject to review in the light of changing circumstances and may include other duties and responsibilities, as may be determined in consultation with the jobholder. It is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Wrightbus is committed to equality of opportunity and to selection on merit. Date: December 2024 To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.

Location: Ballymena, GB

Posted Date: 1/17/2025