Service Desk Analyst - 1st Line

Are you passionate about delivering exceptional IT support and being the go-to person for resolving technical issues? Join Torus as a Service Desk Analyst and become the 'Face of IT,' providing first-line support to our internal teams. In this dynamic and customer-facing role, you'll be the first point of contact for technical assistance, handling incidents and service requests with a proactive, solutions-focused approach. From troubleshooting IT hardware and software issues to maintaining our IT systems and ensuring customer satisfaction, you'll play a vital role in keeping our organisation running smoothly. This role offers a varied rota, with shifts between 8-4, 9-5, and 10-6. You may also be required to work at one of our other sites (St Helens, Warrington, or Stonebridge) one day a week. Additionally, there's an optional out-of-hours rota for those who want to take their support skills to the next level. If you thrive in a fast-paced environment and are ready to make a real impact, we'd love to hear from you! Responsibilities:

• Provide high quality ICT services to managers, staff, and other customers with a customer first approach
• Act as a single point of contact, receiving and managing support tickets from internal staff via telephone, email, and
self-service portal.
• Ensure all support tickets are logged and triaged in the IT Service Management Software.
• Take ownership of support tickets and follow up the status of problems and communicate updates and progress to customers in a
timely manner until resolution
• Maintain a high degree of customer service for all support queries and adhere to all ITIL / service management principles
• Effectively troubleshoot IT issues relating to hardware (PCs, Mobile Devices, Printers etc.), applications and basic networking
issues through diagnostic techniques and pertinent questions.
• Escalate unresolved issues to second line and third-line teams
• Conduct start of the day checklist daily and feedback findings to second line support
• Maintaining the Configuration Management Database (CMDB), ensuring ICT assets are kept up-to-date and accurate.
• Ensure relevant documentation stored within the ICT Knowledgebase is kept up to date and to identify any related training needs
development of appropriate documentation
• Contribute to monthly ICT Performance Reporting
• Liaise with external 3rd party organisations in relation to fault logging when problems cannot be resolved in-house and
monitoring of 3rd party Service Level Agreements (SLAs)
• Contribute to the compliance with I.T. policies and accreditations including ISO 27001 and Cyber Essentials.
• Undertake device provisioning and new starter setup as and when required.
  
  Evidence of and commitment to continual professional, leadership and personal development.
• Customer oriented approach with excellent customer care skills and ability to build good relationships with internal and
external customers
• Demonstrate patience, focus and empathy when liaising with customers as well as excellent listening skills
• Experience in providing 1st line support to end users
• Basic IT skills with a knowledge of computing trends
• Good organisational skills with the ability to prioritise a demanding workload
Interview Process:
• Candidates will undergo in-person interviews, consisting of a competency-based interview.
Additional Information: Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
• Right to work verification
• Qualification certificate check
• 2x Completed references
• OH Health Questionnaire - Fit for Work
• DBS check (if required for role)
• Completion of all new starter documentation including signed T&C's