IT Service Desk Analyst

We have a great opportunity for an IT Service Desk Analyst to join our team 

As an IT Service Desk Analyst, you will be joining us here at our Macclesfield office and will be an integral part of the IT service desk team, supporting a range of IT issues reported to the Business and also be the IT lead in new site openings which will suppfort the Business Opening team.

As the IT Service Desk Analyst, you will be required to be part of the IT service team to support all day-to-day IT issues reported in the business, providing 1st and 2nd line support working via phone using remote support tools, as well as face-to-face confidently to all levels of the business

Key Responsibilities;

• Manage all aspects of Support and Service Requests for internal customers.
• Highly experienced in 1st and 2nd line desktop support and be able to complete work via phone and remote support tools as well as face-to-face from stakeholders to director level, supporting confidently.
• Manage the overall resolution of incidents and service requests, including a high first-time fix percentage of received calls.
• Prioritise tasks in a fast-paced environment
• Be able to keep documentation up to date on new and existing processes
• Follow processes such as purchasing new IT Equipment
• Be responsible for liaising with 3rd party suppliers where Incidents cannot be dealt with in-house.
• Able to work independently
• Be able to support onsite Senior members and Stakeholders of the business confidently face-to-face

In this role: 

• Have a minimum of 3 years’ experience working in an IT Helpdesk/Service Desk Environment, specifically with a strong working knowledge of Microsoft Desktop solutions
• ITIL foundation or equivalent (Desired)
• Using ITSM tools and working towards SLA targets
• Be enthusiastic and a self-starter with excellent interpersonal skills, displaying high levels of dedication to customer service
• Show attention to detail in incident recording, control of IT procurement and asset tracking
• Be patient and can remain calm under pressure and be able to make rapid decisions based on information available
• Supporting users directly in-person from stakeholders to director level.
• Adapt to working in a changing environment 
• Experienced in 1st and 2nd line desktop support

At Elior, we strive to ensure that our colleagues feel appreciated & rewarded, which is why we offer generous rewards & benefits in exchange for your dedicated efforts.

We offer a salary of up to £27,000 DOE plus a fantastic range of company benefits as below 

FREE On-Site Lunches: Enjoy complimentary lunches, saving you time & money while ensuring you stay nourished & energised throughout the day.

Support Your Way of Life:

• Flexible Working: We offer full-time & part-time roles, with varying shift patterns across the business. Allowing colleagues the flexibility to balance their personal & professional commitments
• Hybrid Working Model: Collaborate & innovate in the office three days a week while enjoying focused work-from-home days
• Holiday Allowance: Relax & recharge with 31 days of holiday (including bank holidays)
• Additional Holiday Purchase Option: Customise your time off by purchasing extra holidays
• Family Leave: Prioritise family commitments with flexible leave options
• Paid Charity Leave: Make a positive impact with two additional paid days for charity work

Big Enough for Growth, Small Enough to Connect:

• Opportunities for career progression while developing a close-knit community

Supporting You Through Life’s Ups & Downs:

• Access mental health support & comprehensive wellbeing benefits

Keeping Finances & Wellbeing in Mind:

• Life assurance, workplace pension schemes, discounts, cashback, entertainment, leisure discounts, & a cycle to work scheme

Elior is a multi-award-winning people business and one of the UK’s leading contract caterers, with over 10,000 colleagues operating across a diverse range of sectors including:

• Workplaces & Office Space
• Sporting Venues & Stadiums
• Attraction & Heritage Sites
• Public Sector & Defence
• Health, Care & Hospitals
• Schools, Colleges & Universities

Along with our purpose of enriching lives everywhere, every day, we’re committed to an inclusive culture and want our people to feel appreciated, supported, and fulfilled.

That’s why 85% of colleagues tell us how proud they are to work for us!