Service Desk Analyst

Posted 15 June by Pearson Whiffin IT Easy Apply

Service Desk Analyst x2 - Leeds - Up to £18,000 plus benefits and progression - ASAP Start

I am looking for 2 experienced Service Desk Analysts to provide 1st Line I.T Support to a variety of I.T environments for multiple clients across the U.K.

You will be joining a large I.T support team who have a very low staff turnover who all work together to resolve the clients issues as quickly as possible.

The client is looking for someone in a Service Desk Analyst or 1st Line Support role where they're unable to currently progress.

Daily duties

  • To ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of incidents, Service Requests and Service updates
  • To meet and exceed KPI's measures
  • To ensure all customers are provided with a best in class service experience
  • Log and categorise incidents or requests on the call logging system with an appropriate level of detail
  • Take full ownership of Incidents and Service Requests through to resolution, ensuring that Incidents and Service requests which cannot be resolved at the Service Desk are escalated to the correct resolver teams and proactively managed and to confirm resolution, satisfaction and acceptance.
  • To liaise and manage with any 3rd Party Suppliers which may be involved in the resolution of an incident
  • To provide customers with regular updates in line with SLA's
  • To ensure that a suitable level of first time fix is achieved as per agreed KPI's
  • Monitoring, checking and dispensing fixes for known issues

Skills

  • Experience of working in a Service Desk function in a fast paced environment
  • Excellent customer service skills
  • Experience of meeting Service Level Agreements and KPI's
  • Experience of using IT Service Management tools for recording, managing and resolving of Incidents and Service Requests
  • Translate technical issues and solutions in plain language to non-technical audience

Benefits include: 25 days holidays plus bank holidays, health insurance, holiday purchase scheme (up to 5 days), discounts at over 500+ retail outlets, discounts on mobile phone contracts and internet, progression, training and discounted trips abroad.

Service Desk Analyst x2 - Leeds - Up to £18,000 plus benefits and progression - ASAP Start

Required skills

  • 1st Line
  • IT Support
  • Service Desk Analyst
  • IT Helpdesk
  • First Line

Reference: 35396767

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