Service Desk Analyst

Posted 19 January by Randstad Sourceright
Service Desk Analyst

 

A well-known telecommunications company is looking for a Service Desk Analyst to provide Business Service Desk support to customers/partners.

Responsibilities:
  • Using fault management systems to log and manage all incident reports, cases and escalations raised by Monitoring or data analysis, Customers, partners, suppliers or 3rd parties in line with SLA’s
  • Escalating incidents to the appropriate resolution team or supplier where required ensuring that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally handled
  • Provide customer and key stakeholder communications in the event of any service impacting issues to communicate incidents resolution to customers
  • Make sure logged information is accurate and available, so that it can be used across Service Management for service reports, Problem investigations, and other purposes
  • Raise appropriate incident records based on emails or information received, and assign to the right resolution team
  • Manage escalated incidents and facilitate technical bridges when required to ensure successful resolution

    Skills:
  • Business Service Desk Support - handling and managing incoming emails and calls (Essential)
  • Handling Customers Enquiries (Essential)
  • Customer Focussed Background (Essential)
  • Understanding of ITIL & OPE Frameworks (Desirable)
  • SharePoint knowledge (Desirable)
  • Cellular network experience (Desirable)

    Location: Leeds

    Length: 3 months

    Payrate: £ 85-111 daily
  • Reference: 34071505

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