1st Line Service Desk Analyst - Fixed Term Contract

IT Market Harborough, Leicestershire Corby, Northamptonshire


The grass is greener… at Joules!

We have an eye for detail. We care and we challenge. We are creative and commercial, passionate and practical. We are flexible and generous. We inspire hard work and lead with kindness. We have big ambitions and are never afraid to give it some welly.

Step into a role within our IT team as a 1st Line Service Desk Analyst on a Fixed Term Contract where you will provide support to the Joules Business, working with multiple stakeholders and being the first port of call for IT service desk incidents.  

As a 1st Line Service Desk Analyst, you will be response for:

  • Logging calls received via phone/email on Service Now portal and assigning to Support Analysts or resolving calls where possible
  • Assisting users with issues that walk over to the IT area at The Barn
  • Assist users with any Meeting room issues or questions
  • Shadowing existing Service desk analysts to gain knowledge
  • Prioritising and Escalating incidents to management, other support teams or 3rd parties where necessary
  • Working on assigned incidents through to resolution, seeking advice when needed.
  • Create knowledge base articles where appropriate and update on existing articles already in the library
  • Working with 3rd party engineers and support teams to provide assistance and information to resolve escalated issues
  • Assist with New starter / Leavers tasks
  • Preparation, Cleaning and Packaging of Kit for despatching
  • Provide help in Asset Management process
  • Perform hardware fix/maintenance here appropriate
  • Provide help in Asset Management process

What we are looking for: 

  • Polite telephone manner
  • Approachable to all our Colleagues
  • Happy to help
  • Passionate about I.T
  • Team Player
  • Problem solver
  • Good attention to detail
Please note this vacancy is for a full-time fixed term contract and working on site. 

Still not sure if the grass is greener? 
As a company that values its people as its biggest asset, we want to look after ours so that they feel at home. So we put together a package of financial rewards and wellbeing benefits to help you achieve your perfect balance of work and play. To find out more visit: https://careers.joules.com/rewards-benefits