1st Line Support

Posted 5 April by Mabella Recruitment

Service Desk Analyst - Field Services

Great opportunity to join a growing IT Support provider. You will join a team who manage the receipt of calls from customers, despatch parts (via internal stock and also through the use of 3rd parties/subcontractors) and field engineers as required in order to service fault calls.

Key Tasks:

  • Ensure tickets are correctly logged and managed on the service desk system.
  • Take responsibility for tickets associated with field engineering, ensuring resolution within service level agreements and escalating when potential breaches may occur.
  • Managing, co-ordinating and monitoring part requests and collections.
  • Centrally manage engineer’s movements and availability.
  • Ensuring contractual SLA’s are met at all times and escalated where appropriate both internally and with customers.
  • Support Service Desk (Managed Service) when appropriate.
  • After a training period, there may be a requirement to join an out of hours rota.

Key technical skills required:

  • Excellent customer care skills and focus with a professional, positive and flexible attitude.
  • Able to problem solve, use a common sense approach and adhere to agreed processes & procedures.
  • Excellent communication skills, both verbal and written - accuracy and attention to detail are key.
  • Ability to work both on your own and as part of a team.
  • Planning and organisational skills having the ability to prioritise and escalate queries as appropriate.
  • Clearly demonstrate the ability to take ownership of and complete tasks independently.
  • Comfortable with working flexible hours.
  • Ability to meet deadlines and maintain high standards even when under pressure.
  • Knowledge of basic support of Windows Operating Systems.
  • Knowledge of basic support for Microsoft Office toolsets.
  • Experience of working in a Service Desk Support environment.
  • Experience of providing support via telephone and e-mail.
  • A basic understanding of infrastructure within an IT environment.

Personality skills:

  • Must be self-motivated.
  • Must be able to work un-supervised and on own initiative.
  • Can meet deadlines and maintain high standards even when under pressure.
  • Must have good communications skills.
  • Must be a logical thinker.
  • Must work well in a team environment.
  • Ability to share information.
  • Be confident in both spoken and written communications.
  • A good understanding of UK topology for both customers and engineer locations.

Services advertised by Mabella Recruitment Ltd are those of an employment business.

Required skills

  • Customer Care
  • Microsoft Office
  • Service Desk
  • Technical Skills
  • Windows

Application questions

Previous experience in similar role?
Previous IT Support experience?

Reference: 34835756

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