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Acacium Group

Senior Service Desk Analyst

Onsite working Manchester Office Based (M1 1RG)

Full Time, Permanent

Monday - Friday (37.5 hours per week, rotating shifts between 8am - 4:30pm, 9am - 5:30pm and 9:30am - 6pm)

Unlock your potential:

Do you enjoy working in a customer centric environment, where you can drive efficiency and improve processes? Are you looking for a role where you can add value by supporting projects that impact and change life’s for the better? If you want to work within a thriving team, where you can grow your knowledge and develop your technical capabilities, then read on!

Acacium Group are looking to recruit a Senior Service Desk Analyst as part of our wider Group Service Delivery function. You will work across on 1st and 2nd line, taking full ownership of incidents and requests, whilst contributing to the ongoing continuous improvement and customer journey provided by the team. You will also be involved in knowledge sharing and transfer through the production of knowledge base articles and regularly reviewing this to keep current and updating them in accordance with changes or identified improvements.

This is an ideal opportunity for someone that enjoys working in complex environments, a role with an opportunity for growth, who is passionate about customer service; and wants to join a business that provides unique healthcare solutions across, health, social care, and life sciences.

Every day you will…

• Take full ownership of assigned projects, ensuring regular progress updates, maintaining scheduling commitments, and reporting on issues or incidents that may impact this.
• Delivering a first-class user experience via face-to-face, telephone and digital collaboration applications. Dedicated to providing customer service and managing relationships.
• Assist in the identification, information gathering and utilisation of root cause analysis techniques for problem tickets.
• Follow incident management processes and procedures and ITIL best practices in the lifecycle of an incident. Executing strong analytical skills coupled with systematic checks to rapidly identify and resolve incidents to minimise impact to our customers.
• Ensure that assigned tickets are resolved within the agreed SLA’s and to a high standard whilst keeping the customer informed throughout the process.
• Carry out systematic checks to identify and resolve incidents ensuring minimal impact on customers

What’s in it for you?

We love exceptional people, and in return, we offer an exciting place to work, with a wide range of benefits, rewards and opportunities to grow your career, including:

• Dedication to developing you and your career through our dedicated Employee Development Programme
• Opportunities to enhance your experience and skillset with growth and progression within global organisation
• Unlimited learning & development opportunities at your fingertips- including fully funded qualifications!
• Aviva pension scheme matched up to 5% contribution
• Gym Flex- discounted gym memberships, UK-wide!
• Regular events and incentives
• Discounted Tastecard membership
• Reward portal offering discounts on bars, restaurants, shops and cinemas!
• Life Assurance, Critical Illness Cover and Private Medical Insurance
• Annual company holiday for top performers

Join us and make a difference!

If you want to join a global, market-leading organisation who are committed to the human side of business, then look no further. Acacium Group is the UK’s largest healthcare staffing and solutions partner and specialise in healthcare, social care and the life sciences industries. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do – Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key part in shaping the future of society and improving people’s lives!

To thrive in this role, you must have..

• excellent verbal and written communication customer service skills for virtual/phone based/face to face interactions putting the customer at the heart of everything you
• proven 1st line IT service desk/troubleshooting skills with technical experience with Office365, Mac OS, MS Teams and Microsoft O/S
• an enthusiasm for problem solving in a technical environment to help identify the cause of the problem and develop solution
• experience with IT Hardware and keeping builds up to date and general account administration management.
• experience with ServiceNow or a similar ITSM ticketing system to enable accurate central reporting and trend analysis of support requirements.

Our Inclusion Commitment:

We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.