Gloucester
Full-Time
Permanent
Multiple positions available!
Are you passionate about delivering exceptional customer service and solving technical issues? We are recruiting for a Service Desk Analyst to join a growing and supportive IT services team.
This is an excellent opportunity for someone with no necessary experience apart from strong customer service skills, a keen interest in technology, and the ability to remain calm under pressure. You'll be the first point of contact for customers, providing technical support, managing service requests, and ensuring issues are resolved efficiently.
Key Responsibilities
Provide first-line support via telephone and ticketing systems
Log, prioritise, and manage customer incidents and service requests
Diagnose and resolve issues wherever possible at first point of contact
Escalate more complex issues to specialist teams when required
Keep customers informed throughout the lifecycle of their ticket
Maintain accurate records and documentation
Liaise with third-party suppliers to ensure timely resolution of issues
Support continuous improvement initiatives and contribute to team success
Follow security and compliance procedures at all times
Assist with project work as required
What We're Looking For
Excellent communication skills, both written and verbal
Outstanding customer service skills
A good understanding of IT terminology and technology concepts
Ability to explain technical information in a clear and user-friendly way
Strong problem-solving and decision-making skills
Positive, proactive, and team-focused attitude
Ability to work effectively in a fast-paced environment
Strong organisational skills and attention to detail
Working Hours
This role operates on a shift rota between:
* 8:00am – 4:30pm
* 9:30am – 6:00pm
* 11:30am – 8:00pm
You will also be required to work approximately 1 in every 6 weekends, with a day off each side of the weekend.
Benefits
* 25 days annual leave plus bank holidays
* Birthday day off
* Enhanced pension scheme
* Private healthcare
* Discounted gym memberships
* Wellbeing support programmes
* Ongoing training and career development opportunities
* Supportive and collaborative working environment
Interested? Send your CV to Liv at i2i Recruitment today! Our mission of ‘Making Recruitment Personal’ also means making recruitment fair. As a result, we are committed to reviewing every application with a sense of diversity and inclusion. We strive to personally connect with each applicant, but due to the number of applications we receive, this is not always possible. We will still aim to update you on your application, regardless of if it’s successful
Salary description
£26256.00 - £26256.00 per year