Senior Service Desk Analyst

Plan Net Limited
Milton Keynes
05 Oct 2017
03 Nov 2017
Contract Type
Full Time
An exciting opportunity has arisen for an ambitious service desk analyst to join our growing business within the Milton Keynes region. Specifically, the successful candidate will gain the opportunity to join our highly specialised regional service desk, where he or she will be tasked with providing remote support to the users of a highly prestigious, global law firm. Purpose of Role The successful candidate will work as part of our regional service desk team, providing 1st / 2nd line software and hardware Support to the users of our leading, legal sector client. Whilst reporting in the Service Desk Team Leader, the primary responsibility of the role is to provide remote support across all areas of our client's business from back office staff to Managing Partners, ensuring the delivery of excellent Customer Service. The successful candidate will report through to the Service Desk Team Leader. Key Accountabilities Service Management: - Providing 1st / 2nd line support across all areas of our client - Taking ownership of incidents, requests and problems - Ensure all modes of customer contact are responded to - telephone calls, Emails, Walk ups - Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction - Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes - Assisting with the identification and analysis of trends and reoccurring issues affecting the business - Recording and maintaining the knowledge and known error database Essential Skills & Eperience Technical requirements/skills: - At least 1 year of experience in a 1st/2nd line role - Technical knowledge of and previous experience of supporting: - Windows 7 - Mobile Devices - Office 2013 - Citrix - Filesite Service Desk requirements/skills: - Previous use of a Ticket Management system - Good understanding of Incident/Request management and ticket handling - Experience of working to SLA's and KPI measures - Experience of using/contributing to a Knowledge base - Experience of implementing SIPs - Understanding of ITIL is desirable Non- technical requirements/skills: - Strong interpersonal and customer services skills - Excellent communication skills, both written and verbal - Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment - Excellent multi-tasking skills - Ability to liaise/co-ordinate with multi-levels of management - Flexibility and a sense of humour - Ability to manage escalations and complaints Keywords: SSDA ; SDA ; 1st /2nd line ; Remote desktop support ; Helpdesk ; IT helpdesk
This job was originally posted as