Service Desk Analyst
nGeneration Limited is one of the UK's leading independent IT service and software solution providers to the UK Corporate Hospitality market, our Customers are groups including include pubs, clubs, restaurants and hotels. We are currently seeking an enthusiastic Service Desk Analyst to join our dynamic and expanding team. You will be responsible for ensuring that all Customer calls are answered promptly and Handled Professionally. In conjunction with this, you’ll be required to complete Detailed and Accurate call records, leading to Fault Analysis and Resolution. Our Service Desk Analysts are the first point of contact for our customers providing 1st Line diagnosis and resolution. They are responsible for logging all incidents and service requests from Customers that have been received via email, telephone and through the Customer portal. We expect our Analysts to provide excellent customer service to all of our end users which includes providing updates on the progress of tickets that have been raised as well as working to contractual service level agreements. It would be beneficial if candidates have experience of working within either the retail or hospitality industry, including working with Epos systems however this is not essential. We do however expect candidates to have a basic understanding of Network and Database structures as well as Computer hardware and windows desktop support. Candidates are also expected to have excellent communication skills both written and verbal as this is key to the Analyst role. As the majority of our Customers are within the Hospitality sector our Service Desk is open 365 days a year and is covered from 07:00am to 01:00am inclusive of all weekends and bank holidays. This role will be office based from our Head Office in Dudley and will work on a shift rota consisting of 12 hour shifts on a 4 days on / 4 days off rota system.