The Service Support Analyst provides the 1st point of contact and ownership of all contact made to the IT service desk through email, phone call, or IT request portal. The role encompasses the co-ordination and resolution of any issue or request received into the department. A 1st and 2nd line level of technical ability and awareness is required to cover the areas of support provided from this team.
What are the job responsibilities?
*Completes System Administration tasks for business products and services - i.e. Intelex, Agility, Dashboard, JDE or Finance systems
*Originates electronic workflow documentation to customers and provides support to users on how to use the technology i.e. EchoSign document workflow approvals.
*Responsible for providing a measurable 1st time fix resolution to customers of the service desk
*Will provide the management & distribution of mobile, computing, & software assets based on approved requests from the business
*Delivery the creation & management of service accounts for business products and services - i.e. JDE, Intelex, Agility …
*Supports IT training support over the phone, or through material creation by way of "cheat sheets" or simple notes
*Liaises with external 3rd parties to provide subcontracted services i.e. calling out engineers to faulty equipment
*The role supports Service desk coverage between 8 - 6pm UK Mon-Fri on a shift rota basis
*Provides asset management support to the head of the department by way of identifying asset information, providing reporting analysis, and updating key IT asset information
What skills do you need?
*The role would benefit from a foundation knowledge of ITIL v2 or v3 standards for Incident, Problem and Service Request management
*A patient and "customer first" manner essential for this role, and being prepared to go the extra mile in order to complete the task on time, and to high standard
*Prioritisation and planning are a key feature of this role, and the role requires that the individual should be able to manage their time to provide successful outcomes per the department KPI's
*A proactive and "can do" approach is key to the successful outcome for the department and this role.
*The successful employee in this role, will be one that is recognised for the above skills and traits
What are the benefits?
*25 days annual leave
*Family friendly benefits
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