In this role you will provide front-of-house helpdesk service to internal and external customers, assisting them with the logging of telephone and e-mail support requests, feeding back updated call status information to them. Providing technical support for internal and external users both directly and via the telephone.

Closing Date: July 15th 2022

Job Title: Service Desk Analyst
Business Unit: EV Cargo
Location: There is an option to work at our offices in either Ashby De La Zouch – LE65 1JR or Moreton Valence – GL2 7ND
Employment Type: Full Time
Salary: Up to £25,000
Closing Date: 15/07/2022

Description of Role

In this role you will provide front-of-house helpdesk service to internal and external customers, assisting them with the logging of telephone and e-mail support requests, feeding back updated call status information to them. Providing technical support for internal and external users both directly and via the telephone.

The role:

  • To act as the first point of contact for internal and external customer queries
  • To be responsible for the day-to-day management of assigned tickets within the IT helpdesk system
  • To develop your skills, expand your knowledge and take on responsibilities within the IT department, e.g., departmental stock control, hardware swap-outs, repairs, liaising with suppliers, equipment deployments
  • Provide advice and assistance to specialists and other system or service providers
  • Work with project teams to plan and implement major configuration changes and upgrades
  • Conducts investigations on system performance and makes proposals for improvement
  • Provide advice and assistance to specialists and other system or service providers
  • Work with others, including user representatives, managers and contractors, to plan, schedule and supervise all maintenance and installation work associated with IT systems
  • Ensure that procedures are followed, particularly those relating to safety and security
  • Provision of first-line desktop, hardware and application support too customers and depot users via phone and email
  • Onboard new users with necessary systems, permissions and hardware
  • Process user accounts and user data when employment is ended
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles

What are we looking for?

  • You will have your GCSE Maths and English Level 4 (Grade C) and above
  • Relevant IT qualifications are desirable but not essential
  • Experience in Windows server and desktop environments
  • Prior experience in a technical support or service desk role
  • Understanding of Office 365 administration
  • Understanding of Active Directory
  • Experience supporting Microsoft Exchange and anti-spam solutions
  • Have excellent communication skills, spoken and written
  • Build good working relationships with work colleagues and our customers
  • Proven ability to work effectively as part of a team
  • Proven ability to prioritise workloads and meet tight deadlines
  • Highly organised and able to handle difficult situations
  • Proven ability to work on own initiative
  • Looking for a future career and progression within a growing company

We would welcome candidates currently working within a customer service role looking to move into IT

This really is a fantastic opportunity to join the team who consistently strive to provide an excellent service and build a strong, positive reputation within the business.

What will we offer?

With a genuine culture of reward and recognition, we want our colleagues to grow, develop and be part of our journey. We offer a benefits package that includes competitive annual leave, excellent pension scheme and life assurance.

There’s no doubt that you will be compensated for your hard work and commitment so if you are looking for a fast-paced company, with a global brand and a strong UK presence that actively invests in its people, then this is an excellent opportunity for you to work within a friendly, proactive successful team.

Diversity and Inclusion

Equality, diversity and inclusivity are at the heart of everything EV Cargo does. We offer a diverse and inclusive community that respects individuals and enables them to strive for success in order to contribute positively and sustainably to the business.

By creating this environment in which everyone can express and develop their potential, from the moment they are hired and throughout their career, means ensuring that all our colleagues have the same opportunity to succeed, regardless of origin, gender, age, disability, sexual orientation, gender identity or affiliation with a political, religious, union, organisation or minority group.

Apply for the role here.

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