Service Desk Analyst

Job: Service Desk Analyst – 1st lineLocation: London – (On site)At Bionic, we're making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them.To support our continued growth and exciting plans, we’re looking for a Customer Service Advisor to join our Customer Experience department and own the support our customer journey.The role:We are looking for a Service Desk Analyst to join us in a fast-paced environment where innovative ideas and projects come to life. In the role of Service Desk Analyst, you'll be part of the Tech Ops Team and supporting the London Office of 300 people and providing remote support to offices of another 500 users. You need to have aptitude for technology, be a great problem solver and have a passion to learn and grow. A can-do attitude will get you far, but a will-do attitude will get you even further and we’ll support you on that journey.Day to day responsibilities:As the Customer Service Advisor your key responsibilities will be:·
First /second line support to the business and proactive maintenance·
Ensuring all incidents & requests are logged correctly & resolved to SLA·
Resolution of incidents where possible. Achieving a high first line fix rate ·
Escalate Incidents appropriately and in a timely manner·
Perform root cause analysis on problem tickets·
All user administration to accounts on request·
Hardware support to include desktops, laptops, MFDs and all peripherals·
Assisting with project workAbout you:·
Prior experience in a Service Desk Support role
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Experience of supporting Windows 10 and o365 suite·
Desktop and laptop hardware installation and troubleshooting·
Have used machine imaging technologies·
Worked in a cyber security aware environment·
Strong Communication skills·
Driven team player ·
Previous experience working within a fast paced environment is advantageousThe interview process:·
Initial conversation with our Talent Acquisition Team·
1st stage interview with the Hiring Manager·
2nd stage interview face to face with chance to meet the wider teamAbout Bionic Group:Bionic has over 800 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents.We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.Benefits:We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.Enhance your health & wellbeing ·
Private healthcare cover·
Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies·
Eyecare schemeTaking time away from work ️·
25 days annual leave plus the 8 UK bank holidays, increasing with tenure·
1 paid family/religious day of leave per year - following successful probation period·
1 paid charity volunteering day per year·
Option to buy/sell up to an additional 3 days leave per yearFamily matters: for the special moments ·
Enhanced maternity, paternity or shared parental leave·
2 days off for your wedding upon joining, and up to 5 days after 2 years' service·
Flexible working options & a hybrid work approachFinancial wellbeing ·
Auto-enrolled salary sacrifice pension scheme ·
Life assurance·
Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure·
Cycle to work schemeRecognition ·
Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success·
Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition ·
Long service awards
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