IT Service Desk Analyst

Recruiter
Creed Communications Limited
Location
Glasgow
Posted
25 Sep 2017
Closes
03 Nov 2017
Contract Type
Permanent
Hours
Full Time
We are recruiting in our team for an IT Service Desk Analyst to act as the first point of contact for all IT incidents and requests. To develop and maintain excellent working relationships with internal customers, IT teams and external suppliers, and to ensure that service levels are continuously monitored and improved. This is a FTC for 12 months. Your challenge In this role the key responsibilities will include: * Receive and log all calls and emails from internal customers and record all pertinent information * Provide initial assessment of categorisation and prioritisation for all incidents * Ensure incidents are assigned and escalated where necessary to the relevant support teams. * Provide regular communication to customers concerning the status of incidents Maintain ownership of incidents ensuring status updates and resolution according to KPIs * Proactively manage all individual and team assigned incidents and new requests * Resolve 68% of incidents on a FTF basis using information available in the SSG portal. * Participle in the 24 x 7 Out of Hours On Call rota * Provide initial assessment of all Service Requests. - Provide regular communication to customers concerning the status of Service requests - Ensure relevant proof of approval is visible in all Service Requests. - Maintain ownership of Service Request ensuring status updates and resolution according to KPIs Key skills & experience * Experience working in a busy and diverse service desk role * Incident Management * Service Request Management * Asset Management * Service Catalogue * Problem Solving, Logical approach * Good working knowledge of the business * Excellent Customer Interaction Skills * Experience of AS400 system * Experience of working to an ITIL Framework * Experience of Mobile Devices and Technologies The Process If you have the skills and experience in the above areas and would like to be considered for this role please apply at [URL removed]
This job was originally posted as www.jobsite.co.uk/job/959127960