Kfp total it solutions

Service Desk Analyst

21/01/2025
full-time
Apply Now
Deadline date:
£26400 / year

Job Description

About the role

This role provides 1st line technical support to our customers, troubleshooting problems remotely (by telephone, email, or remote access) or scheduling Field Engineers to provide on-site break-fix support.

The KFP helpdesk is open 24 hours a day, 7 days per week (excluding Christmas Day).

This position works Mon-Fri 08:00 – 17:00

Your key tasks and responsibilities will include:

  • Ensuring tickets are resolved in accordance with service level agreements (SLAs)
  • Always providing excellent customer service, striving to exceed client and business expectations
  • Liaising with other internal departments and external partners to resolve tickets when required
  • On occasion, assisting the Helpdesk Scheduling Assistant with scheduling Field Engineers for site visits when problems cannot be resolved remotely

The above is not an exhaustive list of duties and you may be expected to perform different tasks as necessary to meet the overall business objectives of the organisation.

About you

We are seeking someone with experience in troubleshooting IT problems and supporting IT hardware, which includes printers, laptops, desktops, and mobile devices. This experience can be gained through previous roles or through academic study, such as a college or university course. Additionally, excellent customer service skills are required for this position. The role is fast-paced, and the ability to prioritize and manage multiple conflicting deadlines is essential. Key qualities for success in this role include strong problem-solving skills and attention to detail. Regular communication with internal and external stakeholders of all levels will be required, so excellent written and verbal communication skills are important. Previous experience in retail is desirable.

About us

We are retail. We specialise in providing in-store retail IT systems, services, solutions, project management & support platforms. With over 25 years of experience, we work with some of the biggest household brand names on the high street in the fashion & hospitality sectors, building close working long standing partnerships built on trust, expertise and a mind set to getting the job done.

Our mission is simple – to provide our clients with truly integrated IT solutions that make a real difference to their business, building long standing relationships so that we can fundamentally understand the needs of our clients. We are not a huge corporate company who may treat clients as an account number. We are neither a small one-man band offering cheap services. What KFP offers is a perfect blend of experience, structure, and a practical approach to enable us to deliver the service that all our clients have come to expect – a professional service that gets the job done.

Why KFP?

As well as a salary of up to £24,000 per annum, we provide the following benefits:

  • 25 days holiday excluding bank holidays
  • Private healthcare (including access to the Bupa Blue app) for you and your dependents after a qualifying period
  • Company sick pay
  • Recruitment referral scheme (£500 for each successful referral you make).
  • Reward and Recognition scheme
  • Excellent professional development opportunities
  • Regular team and company social events

These benefits are in addition to statutory benefits such as eye test vouchers and a workplace pension

Job Type: Full-time

Pay: Up to £26,400.00 per year

Benefits:

  • Bereavement leave
  • Casual dress
  • Company events
  • Free parking
  • Life insurance
  • On-site parking
  • Private medical insurance
  • Referral programme
  • Sick pay

Schedule:

  • Holidays
  • Monday to Friday
  • No weekends
  • Overtime

Ability to commute/relocate:

  • Abingdon OX14 1DZ: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Related Jobs

Maintel

Service Desk Analyst

17/01/2025
full-time
Apply Now
Deadline date:
£24102 / year

Job Description

At Maintel we’re focused on delivering outcomes – not technology. We partner with some of the world’s leading technology companies and wrap around the skills and services from our professional and managed services teams, to help our customers achieve their goals.

We are a fun, dynamic company with a team of over 400 people who are passionate about what we do – providing cloud communications and managed services solutions.

We are looking for like-minded people who share our enthusiasm and want to be part of an innovative, fast-paced environment.

About the role

Working as part of a busy Service desk team, the primary role of a Service Desk Analyst is to provide support to our customer base as part of an extended 24/7/365 team, focusing on inbound activities such as taking customer phone calls and managing our mailbox. Ensuring we offer outstanding responsiveness combined with excellent customer service.

What will you do?

  • Managers tickets coming into the Service Desk team.
  • Call and emails answered with the Service Level Agreements timescales.
  • Accurate and detailed information captured when Logging tickets and Prioritising appropriately.
  • Provides proactive updates to customers.
  • Escalates tickets according to Operational guidelines.
  • Completes outbounds tasks such as chasing carriers and customers for updates.
  • Completes low complexity tasks such as event management, handset requests, telephony diverts and additions.

What are we looking for?

Competencies

  • A self-starter, someone who can work using their own initiative.
  • Ability to work in a busy environment and comfortable with change, Able to effectively manage multiple tasks simultaneously.
  • Ability to articulate a situation to someone supporting them for guidance with excellent verbal and written communication skills.
  • Excellent at problem solving.
  • Excellent customer service skills delivered all the time.
  • Willingness to be flexible and get involved in all areas, supporting fellow team members to get the job done, likewise willing to work collaboratively between departments.
  • Eager to learn, dynamic, motivated, and service minded.
  • Able to work in a team to manage overall objectives.
  • Ability to understand and follow relevant processes.
  • Sound judgement and logic when tackling new situations, escalating appropriately.

Experience

  • Customer Service Experience essential, ideally in a customer service desk environment. Working to Service Level agreements or targets.
  • Working with systems and processes.
  • Experience on MS 365 – Word, Excel and Outlook.
  • Comfortable learning inhouse systems.

Advantageous

  • Ideally experience of working within a NOC.
  • Does not need to have a technical background but awareness of technology, communications and/or network services and knowledge of the MSP model.

Equal Opportunities

Within Maintel we’re proud of the talent and diversity within our teams and committed to creating equality of opportunity for all employees and applicants alike.

We are all unique in ways you can and cannot see, and we aim to attract, develop and nurture talent to continue to make Maintel a great place to work.

We have fully embraced hybrid working and this has been implemented across all of our office locations. Our offices are fully accessible, and we also offer agile working opportunities in many of our roles.

Maintel do not accept unsolicited CVs. Any unsolicited CVs sent by your company to us – that is to say, in any situation where we have not directly engaged your company in writing to supply candidates for a specific vacancy – will be considered by us to be a “free gift”, leaving us liable for no fees whatsoever should we choose to contact the candidate directly and engage the candidate’s services, and will in no way establish any prior claim by your company to representation of that candidate should the candidate’s details also be submitted by any other party.

Job Types: Full-time, Permanent

Pay: Up to £24,102.00 per year

Benefits:

  • Additional leave
  • Cycle to work scheme
  • Employee discount
  • Health & wellbeing programme
  • Life insurance
  • Referral programme
  • Sick pay
  • Work from home

Work Location: Hybrid remote in Blackburn BB1 2FD

Reference ID: 2614

Related Jobs

Medivet group

Service Desk Analyst

03/01/2025
full-time
Apply Now
Deadline date:

Job Description

The Opportunity
We are looking to recruit a highly customer focused and technical Service Desk Analyst to join our busy, fast paced and friendly IT Team. Our IT Function is currently evolving, led by our new Head of IT so if you are looking for a pressurised, fast paced environment with exposure to areas in a multi – skill/technical environment, this will be a great opportunity for you to build on your existing skills and experience and learn new skills.
Key Benefits
  • Health cash plan (covering dental, physio and optical services) with 24/7 Private GP
  • Life Assurance 3 x salary.
  • 33 days’ annual leave (including Bank Holidays) rising to 38 with length of service.
  • An additional ‘Day for You’, a paid day’s leave for you to use as you wish.
  • Access to 24-hour counselling by phone or in person should you feel you need support.
  • Internal CPD and access to Clinical Communities.
  • Funded certificate opportunities.
  • Pension scheme.
  • Cycle to Work scheme.
  • Discounts on Medivet products and services for your pets.
Role Accountabilities
  • To be the first point of contact for all ICT related issues, resolving Incidents at first point and completing service requests
  • Log all tickets on Fresh Service, ensuring accurate detail, prioritising and categorisation of incidents and service requests following the Incident Management Process
  • Appropriately documenting triage steps within the Fresh Service Call Logging system before escalating to other resolver groups.
  • Communicating in a professional and customer focussed manor with stakeholders at all levels across the Medivet Estate
  • Utilise tools provided to troubleshoot and clearly record details on Fresh Service to communicate any Major Incidents to the team and escalate to senior staff/management
  • Providing support for any ad-hoc queries/tasks that maybe required and showing ‘can always do ’ attitude at all times
  • Ensuring tickets are followed up and users are always provided with progress supporting the SLA’s
  • Supporting a wide range of technical/software and communicating with 3rd Party Suppliers to provide a resolution
  • Prioritise workload and identify issues from users and raise them quickly to ensure SLA’s are met and customers are happy.
  • Flexibility to adapt to conflicting requirements in an ever transforming and changing business environment.
  • Take ownership and oversee tickets through to resolution with customer satisfaction
  • Be able to triage tickets quickly and efficiently in order to escalate in a timely manner and spot any major incidents
  • Support Management in ad hoc tasks and provide updates during the lifecycle of the ticket journey
Your Skills & Experience
  • 1 – 2 years’ experience in an ITIL environment
  • Certified ITIL 4.0 or relevant experience
  • You are customer focused, organised and able to multitask
  • Have willingness and can-do attitude to learn new technologies
  • Be able to work well as part of a team and work on your own initiative
  • Pragmatic approach and attitude towards technical tasks and challenges to meet stakeholder expectations.
  • Excellent problem-solving skills with the ability to identify root cause
  • Must be able to communicate clearly
  • A demonstrable passion for customer service and personal development
  • Ability to work under pressure and to tight deadlines
  • Must be flexible in their approach to all related tasks
  • Sound organisational and multi-tasking skills with a ‘can do’ attitude
  • Be a team player and can motivate yourself, colleagues in a structured, supportive, and proactive manner
  • Driven by results and process-oriented mindset and paying attention to detail
Technical Skills
Supporting over 400 + branches; covering a mixed mode technology environment. Be able to provide support to:
  • Networking

Troubleshoot basic aspects of networking, using tools to triage and diagnose incidents to see tickets to resolution
Basic understanding of networking, ie: IP, DNS, Static IP Address

  • Active Directory

Basic Server Administration (file shares, permissions, 365/Exchange)
Active directory – User Creation, Amendment, Deletion.
Password Reset

  • Hardware

Troubleshooting and diagnosis of hardware, laptops, dell desktops
Troubleshooting and diagnosis of hardware of HP Printers, Copiers
Liaise with 3rd Party providers for installations of scanners, x – ray machines
Any other ad – hoc hardware support

  • Telephony systems

Basic Diagnosis of telephony systems

  • Software

Office 365, Share Point and Windows 10, Citrix

About Us
Medivet is a leading veterinary care provider, with practices across the UK including a number of 24-hour veterinary centres and referral centres. We also have a growing presence overseas with practices in France, Germany and Spain.
We’re proud to support a large, connected and growing community of colleagues who provide exceptional care that’s always there. That’s more than a strapline for us, we truly believe every interaction we have matters and that we can make a real difference. This is as true for our colleagues as it is for our patients and clients. Being part of Medivet means being part of a forward-thinking and caring environment with the very best equipment and treatment options available, and the very best treatment for you as a valued member of the team.
This is the home of talented people like you who want to stand out in their field and whose compassion for animals goes way beyond their job. Join us and be part of our exciting plans for the future.

Related Jobs