Overview

IT Service Desk Analyst

An exciting opportunity has arisen to join Redde Northgate’s IT Service Desk Team as an experienced Service Desk Analyst, which provides first line IT support to end users across the business.

Redde Northgate Plc is the leading integrated mobility solutions platform providing services across the vehicle lifecycle. The Company offers integrated mobility solutions to businesses, fleet operators, insurers, OEMs and other customers across six key areas: vehicle rental, vehicle disposal, vehicle ancillary services, repairs, accident management and vehicle data.

 

Role Purpose:

To enable an effective IT support service by acting as a single point of contact for all IT issues, queries and requests across the Redde Northgate businesses. Taking the initial contact from the customer base and ensuring through a process of triage whether to resolve at first contact or assign to a team for resolution. 

 

As a Service Desk Analyst you will:

  • Receive and log all customer contacts via multiple channels ensuring all detail is captured and entered accurately into the ITSM tool where required.
  • Troubleshoot tickets and make accurate decisions on the right path for resolution of the customer enquiry.
  • Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues.
  • Where appropriate, use personalised decisions and actions to add value by resolving the customer’s enquiry at the point of contact.
  • Provide timely and accurate updates to tickets.
  • Maintain a high standard of customer service throughout all interactions.
  • Create support documentation and knowledgebase articles.

 

About you:

  • You have a customer focussed approach, where the user experience is at the forefront of what you do.
  • You can demonstrate a passion for providing excellent customer service.
  • You’re able to take a logical approach to fault finding and problem resolution.
  • You have a “Can Do” attitude and are results driven.
  • You’re confident in engaging and challenging across all levels.
  • You have an eye for detail and be able to multitask effectively in a fast-paced environment.

 

Joining us as a Service Desk Analyst, we can offer:

  • A proven induction training programme and a personalised development plan with ongoing support from your manager and peers.
  • A competitive salary of up to £25,000 per annum, supported by some great benefits including pension scheme, discounted gym memberships, mobile phone contracts and motoring products.
  • A great work-life balance, working 37.5 hours per week with weekends and evenings are worked on an on-call rota basis (after initial training), attracting a healthy allowance.

 

Be part of our future

If you think you have what it takes to be a great addition to our front-line IT team here in Darlington, apply today!

IT

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Redde Northgate Plc

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