IT Service Desk Analyst - 4 week rotational shift pattern - including weekends and bank holidays

35 hours per week, working between the hours of 7am and 11pm Monday to Sunday on a rotational basis.

Role

About us

Vaultex are the UK’s leading cash processing company, with sites nationwide. At Vaultex, equality is a core. We believe that businesses can be powerful platforms for social change and that our purpose is to drive Equality for all. Creating a culture of Equalityisn’t just the right thing to do, it’s also the smart thing. Diverse companies are more innovative and better positioned to succeed. We strive to create workplaces that reflect the communities we serve and where everyone feels empowered to bring their full,authentic selves to work. With the help of our entire stakeholders— our employees, customers, partners, and community — we can achieve equality for all.

The Service Desk Analyst is the first point of contact for our customers, and should therefore have a friendly presence and helpful attitude. Analysts are expected to restore normal IT Service operations within agreed service levels and business priorities, whilst minimising any adverse impact on business operations for both Vaultex UK and its stakeholders. Management of contacts to the service desk should be done to ensure that all pertinent information is captured, while at the same time ensuring that resolutions or escalations of both incidents and requests are done in a timely fashion.

Benefits

We are a living wage employer with Investors in People Gold status, and as such we have a great range of benefits which you can find here Vaultex - About Us & Benefits.

A generous company pension - auto-enrolled 4% employee 10% employer
Living Wage employer offering competitive salary plus benefits
21 days annual leave allowance with an option to purchase additional holidays
Group life assurance
Annual performance related bonus
VaulteXtra discounts on retailers, cycle to work, childcare vouchers, Gym membership, cash back on purchase, eye tests and many more.
Employee Assistance Programme - a free service should our employees require professional and impartial advice for legal advice and counselling.
Robust Learning and Development team and opportunities for career progression.

Main Responsibilities

Provide effective technical support to provide a seamless experience and rapid and effective first time resolution for the customer.
Timely response to monitoring alerts ensuring the relevant remedial action is followed as required.
Identification and capture of knowledge that can then be shared with the relevant audiences to assist prevention of recurring service outages, with continued management of knowledge articles.
To route cases to other support teams where necessary. To update the ITSM toolset, and to pro-actively communicate with the relevant stakeholders the status of resolution.
Knowledge, Skills and Experience Needed for the Job
2 years of experience within a Service Desk and being able to react quickly, logically, effectively under pressure.
Certified ITIL v3 Foundation.
Preferably MCP and CCNA certified
Strong Interpersonal ability
Problem Solving & Analytical ability
Customer Service experience

Apply now

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