Service Desk Analyst (First Line)

We are seeking a motivated and enthusiastic individual who recognises the value of providing outstanding customer service.

Reporting to the Service Desk Manager, the First Line Service Desk Analyst serves as the primary point of contact for colleagues across the organisation, providing IT support through various channels by logging and resolving incidents, problems, and service requests, whilst maintaining an exceptional standard of customer service.

Responsibilities:

• Provide First-level IT support by logging and resolving queries related to incidents, problems, service requests, and other issues that arise, both remotely and in-person. This includes support for hardware, software, mobile devices, and other technical equipment.
• Ensure that queries are logged with a high degree of detail to facilitate efficient ticket progression by other teams.
• Manage Service Level Agreements and targets as specified by the Service Desk Manager.
• Oversee the onboarding process for new colleagues within the organisation, ensuring that accounts are properly authorised, and system access is granted as needed.
• Follow processes as trained.
• Provide excellent customer service with all interactions.
• Promote knowledge sharing within the team to adopt collective growth.
• Participate in, and support projects as needed.

Knowledge & Experience

• Experience in a previous IT support role (desired).
• Strong focus on delivering excellent customer service.
• Excellent verbal and written communication abilities.
• Skilled in self-managing and prioritising tasks in a fast-paced environment.
• A 'can-do' attitude with a willingness to learn and progress.
• Knowledge of ITIL (Information Technology Infrastructure Library) would be beneficial, but not essential.

Why Sytner?

Sytner Group are delighted to provide an industry-leading benefits package.

We are passionate about continuous improvement and building an environment where everyone feels valued, appreciated and able to reach their full potential.

• Enhanced Holiday Entitlement – 33 days inc. bank holidays
• Industry-leading Maternity, Paternity and Adoption Pay
• Career Development
• Recognition of Long Service every 5 years
• Discounted Car Schemes
• High Street Discounts
• Discounted Gym memberships
• Cycle to work scheme
• One day a year paid voluntary / community work

At Sytner, our values and the way we behave are important to us. We are committed to creating an equitable working environment where we value and respect every individual's unique contribution, supporting our colleagues to thrive and achieve their full potential.

As part of our commitment to Diversity and Inclusion, you have the right to ask for changes / adjustments to job interviews and the recruitment process. For more information around reasonable adjustments and the recruitment process please click here.

Unsure? Read on…

We represent over 23 of the world's most prestige vehicle brands, across our 140 UK dealerships.

We pride ourselves on ‘Developing Talent and ‘Building Careers’ and our colleagues recently scored Sytner Group an outstanding 89% on our colleague engagement survey.