Service Desk Analyst – 24/7

Location: Derby


Job Description

Recognised as one of the UK’s 100 Best Workplaces™ by Great Place to Work®, Node4 is an innovative Managed Services Provider, offering IT infrastructure and services, all flexibly deployed across our own infrastructure fabric and the public cloud.

We provide a range of solutions, including cloud services to support hybrid and multi-cloud models, connectivity, data services, collaboration, and security. This enables us to help UK businesses in every sector do more in the digital age.

Work for Node4 and you will be part of a friendly, supportive culture focused on delivering Exceptional Service as a Standard (ESaaS) to our customers – and one another.

As a result of our continued year on year growth we need to expand our managed customer Service Desk team and are therefore looking to recruit another team member who will work with us to deliver professional, high quality, customer focused service to our customers and partners, ensuring industry-leading levels of customer satisfaction.


Key Responsibilities

  • Answering inbound calls, emails & webchats
  • Creating & assigning tickets based on priority to appropriate teams
  • Fault diagnosis/resolution based on services and products
  • AD account creations, password changes and folder permissions
  • O365 administration / troubleshooting
  • Citrix client environment troubleshooting
  • Build and setup internal & external hardware/software
  • To contribute to internal processes, documentation and continuous business and service desk improvement
  • Supporting our cloud, networks, and unified comms teams to drive more fixes to resolution at first point of contact
  • Working to achieve and exceed service and product related service level agreement

Essential Skills

  • Excellent communication skills, both written and verbal
  • Confidence to work and communicate across a variety of audiences in a professional manner
  • Excellent time management skills and an ability to prioritize and multi-task
  • Attention to detail and getting it right first time
  • Experience of working in a Service Desk / ISP environment
  • Experience of MS O365
  • Being able to work as part of a team
  • Pro-Active and be willing to learn
  • Analytical and customer focused approach
  • Ability to work pro-actively and to tight deadlines
  • Working within and achieving in a performance driven environment
  • Working in a Customer Focused environment
  • Working experience in a Technical environment
  • Working with and in an ITIL based environment