Reed Technology
£22500 pa + Benefits
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
Our client, a well-established business based in Swindon, are currently searching for a Service Desk Analyst to join their current team on a permanent, full time basis. The purpose of this role is to ensure that colleagues receive a professional support service and are consistently dealt with in a customer focused manner. Duties to include: * Ensure all incidents raised with the Service Desk are correctly added to the system and managed through to conclusion * Respond to internal customer enquiries, ensuring that all queries are promptly and accurately dealt with in line with established procedures * Escalate unresolved incidents to 2nd line and 3rd line support teams or external suppliers if required * Monitor incidents to ensure that they are successfully resolved and alert the Service Desk Team Leader to any incidents that are at risk of exceeding SLA's * Contribute to the establishment and maintenance of departmental knowledge base ensuring that information is captured that will help in improving responses and fix times * Ensure all service requests and routine change requests are allocated appropriately and managed to conclusion * Ensure customers are kept updated on progress of incidents and communicate service status to the relevant customers * Assist with project work and the production of reports / documentation as required Person specification: * Experience of working in a customer focused service environment where telephone communications is a key element is essential * Experience of working on an IT Service Desk taking first line calls and resolving technical problems is preferred * A basic understanding of the IS applications, systems and services supported * A basic technical knowledge of Microsoft operating systems and office products * Good verbal and written communication skills with the ability to communicate effectively at all levels This is a permanent, full time role based in Chippenham offering circa £22,500 per annum. If you are interested in this position then please do hesitate to send your up to date CV, looking forward to hearing from you. Reed Specialist Recruitment is an Employment Agency and an Employment Business for permanent and temporary recruitment. In response to your application Reed will contact you by phone, email or SMS to discuss it and related opportunities. You can opt out at any time using the links provided.
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