1st Line Service Desk Analyst in London

Incite Insight
United Kingdom
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
1st Line Service Desk Analyst About the Role You will be part of a strong customer focused team based in London providing 1st line technical support to external customers globally. The majority of our customers are major banks and finance houses that expect the highest level of service and support. As part of the Customer Services Centre team you will be experienced within the Telecoms or IT Services marketplace and will be asked to provide coordination and control for the works undertaken by our engineering team, on behalf of our Customers. Experience with trading hardware and voice recording software would be highly beneficial (Unigy, Open Trade, NICE Voice recording, Verint). You will be working a 24/7 shift pattern (likely 12 hour shifts). The role requires a high level of multitasking and responsibility. You are joining a business whose Customers expect excellence in Service delivery. Our objective is to exceed those expectations and ensure our Customers realize the benefits of a World Class Product and Industry Leading ITIL Service model. Tasks will include but not necessarily be limited to: - Logging tickets (incident, problem, change) into Remedy system and managing the life cycle of these tickets. - Providing 1ST line technical support, diagnosing issues and coordinating engineering resources to ensure resolution within SLA targets. - Provide regular updates to Customers during the lifecycle of the Incident and to escalate according to process in the event of a major issue. - Remote monitoring of customers systems. - Ensure that our processes for Incident management and Engineering resource allocation are adhered to. - Management and administration of Mobile Voice Recording Product. Ability toÃ, understand the solution and provide first line support - Maintain our Company database and systems with up to date records and auditable work logs. Required Experience/Skills - ESSENTIAL - Must have experience in a commercial IT environment and providing customer support - ESSENTIAL - Able to remain focused under pressure and organized when faced with multiple requests - ESSENTIAL - Excellent telephone manner. - ESSENTIAL - Reliability, Flexibility and Punctuality - ESSENTIAL - Able to adapt to occasional changes in shift pattern - BENEFICIAL - Understanding of ITIL methodologies, preferably holding the foundation qualification - BENEFICIAL - Technical background in 1st Line support - BENEFICIAL - Experienced in using Remedy ITSM tools - BENEFICIAL - Any other languages Also: - Persuasiveness and assertiveness. - Able to feel comfortable around technical terminology - Willing to adapt to changes of role and responsibility as the business requirements change - The ability to motivate and work as part of a successful Customer Services team - Passionate about execution, excellence, consistency and speed of completion
This job was originally posted as www.jobsite.co.uk/job/959111828