Service Desk Analyst (Permanent)

Job Title: Service Desk Analyst

Location: London

Salary: Competitive

Job type: Full time, Permanent

Ekco is a global innovator in cloud solutions. We specialise in enabling companies to progress along the path of cloud maturity, managing transformation, and driving better outcomes from our customers' existing technology investments.

In a few words, we take businesses to the cloud and back!

We have over 260 (and counting) colleagues across a number of regional offices in Ireland, the United Kingdom, and the Netherlands. Our team members enjoy collaboration in family-friendly working environments that support personal autonomy, development & goal-centred ambition, and an overall shared commitment to deliver market-leading cloud services.

Ekco is growing at a phenomenal rate, having doubled in size over the last 12 months. We need a team of talented individuals to help fulfil customer service obligations. This role has a requirement to work from either our customers central London offices, or the Ekco London office, though there will be occasional home working too.

Key Duties:

• Act as an instant and accessible point of contact for all incoming IT-related issues, via email, via the support desk directly or via the phone, and, when in the office, in person.
• Gather appropriate information from customers in order to comprehend issues, queries, or complaints.
• Work to SLA thresholds for incident(s), request(s), and problem(s), prioritising and managing workload effectively, managing several open Incidents/Problems and mini-projects simultaneously.
• Ensure that all hardware requests are logged correctly and contain the relevant information required for approval.
• Process new starter and leaver requests as per company procedures.
• Process setup and change processes as per company procedures.
• Ensure confidentiality of all users and customer data at all times.
• Give users guidance regarding the IT security policy when needed.
• Work closely and in collaboration with other Ekco resolver groups, and external 3rd party application specialists, escalating to appropriate individuals or teams as necessary.
• Update asset records in order to ensure the Asset database is kept up to date.
• Log tickets and track all time spent on resolving issues, in a methodical logical manner

About you:

• Dependable, technically capable, and hungry to grow a career in IT
• Excellent communication skills, both written and verbal English
• Able to communicate with all levels of individuals within the customer organisation
• Able to follow and understand processes and procedures
• A team player who can work with colleagues to deliver the best level of customer service and care Ligia van der Meer | Ekco

Bonus point if you have:

• IT / Science degree
• IT Qualifications
• ITIL understanding
• Servicenow Experience

Why Ekco?

• The biggest Irish Cloud Company and one of the fastest-growing cloud solution providers in Europe
• Young company with a flat structure, growing through acquisitions
• VMware & veeam top partner status
• Our company culture is exceptional and comes from a shared vision of delivering market-leading cloud services in an unbeatable work environment
• Flexible working with a family-friendly focus at the very core of our company values
• Beautiful office locations across the UK, Ireland, and the Netherlands (with parking spots) with highly talented, caring, and supportive colleagues
• Hybrid work from home culture - even after COVID
• Feel like having a zen time? You'll love our company subscription to Headspace

Please Note:

STRICTLY NO AGENCIES.
We do not offer VISA sponsorship.

Ekco is an equal opportunities employer.

Please click on the APPLY button to be redirected to the company's page to complete your application.

Candidates with the relevant experience or job titles of: IT Support Service Desk Team Leader, Senior IT Service Desk Consultant, IT Support Consultant, 2nd Line Engineer, Customer Support, Senior 1st Line Support Engineer, 1st Line IT Support, Senior Helpdesk Support, 1st IT Support Analyst, 1st Line Support Technician, Helpdesk Analyst, Helpdesk Support, IT Support Analyst may also be considered for this role.