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Service Desk Analyst

Posted 31 August 2017 by NRG PLC Ended

Our client is a Global Enterprise and due to growth and expansion they are looking to recruit 2 Service Desk Analysts

You will be responsible for the following:

  • Using the incident management system log issues accurately, deal with issue escalations and progress issues to closure.
  • Dealing with telephone support calls, presenting a professional image of the client to the customer and dealing with the call through the incident management system.
  • Dealing with customer emails presenting a professional response to the customer and dealing with the email through the incident management system.
  • Utilising the clients monitoring and alerting tools deal with issues raised through the incident management system
  • Pro-actively monitor live issues and bring them to closure within the agreed SLA’s, updating the status in the incident management system.
  • Undertake analysis of issues and provide remediation to resolve the issue, documenting the activities into the incident management system.
  • Co-ordinating their activities with the other Service Desk Personnel
  • Identifying and resoling issues where data accuracy within Nomad systems is identified.
  • Undertaking report generation and data retrieval activities
  • Work will be undertaken on a shift pattern based system and will require both day and night shift working.

Candidates will have the following:

  • Graduate with a Business and IT background
  • Working knowledge of Microsoft products including Excel and Powerpoint
  • Interest in supporting networking and IT equipment.

Salary: £18,000 - £22,000 + excellent benefits.

Hours: 4 x 12 hours shifts mon,tues, sat, sun then 3 x 12 hour shifts weds, thurs, fri. on a two week rotation.

Reference: 32852997

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