Service desk Analyst

Posted 20 December 2018 by Jobwise plc
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Working for an international consultancy business that has been established for over 40 years. We are currently recruiting for a Service Desk Analyst to join an existing team to support and ensure that users receive appropriate help in a timely manner. Within this role you will not only handles incidents, problems and questions but also provide an interface for other activities such as change requests, maintenance contracts, software licenses, service-level management, configuration management, availability management, financial management and IT services continuity management. This is a fantastic opportunity offering a salary of £18,000 - £21,000 dependant on experience, plus free parking, Childcare Vouchers and Death in Service policy.

About The Role:
· Answer incoming calls and transfer accordingly
· Carry out general administrative duties
· Record and deal directly with user calls and queries user the IT Service Desk Support software
· Develop and Document processes and procedures to improve efficiency
· Manage calls through their lifecycle and give regular progress reports to the end user
· Produce monthly and weekly reports
· Support software and email communication to monitor and improve team performance for optimal client satisfaction and team development
· Liaise with suppliers, internal and external customers in a professional manner
· Support and maintain good relationships with other colleagues
· Work to deadlines and respond in a flexible way to the changing demands of the department and wider business
· Enter common faults in the Knowledge base
· Act as the regional point of contact for the managers, ensuring that all escalations and SLA metrics are met
· Using Email, Web and Phone communication to update on progress
· Publish basic operational guides
· Complete software and hardware Audits
· Solve PC hardware and software faults remotely
· Provided initial assessment of all incidents and adhere to SLA's and ITIL methodology
· Liaise with team members of both the IT operations and IT systems development departments using the IT information system support model
· Provide assistance with project service delivery implementation and system handover support for composite and franchise support
· Assist key used in each department to diagnose and fix equipment faults
· Provide operational users with basic instructions on how to resolve printer and desktop issues

Essential Skills & Experience
· Flexible approachable to work
· Manage a diverse and demanding workload
· You will have the ability to work alone and prioritise workload effectively
· Team worker, outgoing with a good sense of humour
· Ability to promote the image of the service desk within the organisation through enthusiasm commitment and desire to solve issues in a quick and timely manner
· To be logical and systematic in the diagnosis in the problem management environment of the Service Desk
· Consistently identify and look for trends and root cause analysis
· The ability to support and maintain good relationships with all colleagues
· An excellent spoken manner with strong interpersonal skills at a range of operational levels
· Excellent written, verbal and presentation skills
· Intermediate IT skills in Microsoft Office particularly Outlook, Word, Excel and PowerPoint
· Excellent organisational skills with a high attention to detail
· Able to demonstrate an experience of technical customer service/ helpdesk environment and proven analytical ability in troubleshooting in a technical support environment
· Previous experience in a Service Desk Environment
· Motor trade and Accountancy industry experience would be beneficial
· Experience using remote desktop support i.e. TeamViewer
· Desirable level of education would be Computer Science or similar IT degree
· Certified Microsoft IT qualifications would be beneficial
· VBA experience

About The Benefits
· Working Monday to Friday 9.00AM - 5.30PM
· Starting salary of £20,000pa - £21,000pa dependant on experience
· Fantastic long term opportunities
· Training and development offered
· Free Parking
· Childcare Vouchers
· Contributory Pension Scheme
· Death in Service Scheme
· 20 days holiday plus bank holidays

Required skills

  • Previous experience in a similar role

Reference: 36882983

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