Service Desk Analysts

Cto Technologies Limited
West Malling
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
Service Desk Analysts We have an opportunity for 2x highly motivated and professional Service Desk Analysts to join a rapidly growing technical consultancy company based in West Malling, Kent. We are looking for Analysts that have excellent customer service skills and experience. A senior role may also be offered should a candidate demonstrate that they have the required skills to operate at that level, an increase in remuneration will be offered if successful. The ideal candidate should have a background in technical infrastructure with a good working knowledge of healthcare systems being highly desirable but not crucial. Service Desk Analysts Role: - Ensure all new tickets received are entered correctly - Ensure the correct process is followed throughout the lifetime of the ticket and correct status are used throughout - Responsible for the prioritising of tickets based on their severity and the customers' SLAs - Ensure the customer has confirmed their satisfaction with the work supplied before setting the ticket as complete - Be the first point of contact for all incoming phone calls, logging new tickets and updating customers on the progress of ongoing tickets - Have sufficient 1st line support knowledge to be able to answer questions raised on tickets and to ask relevant questions - Be able to resolve incidents first time on the phone with clients using quick reference guides and technical reference documents - Responsible for the running of the service desk - Senior role Personal Attributes: - Must display a high level of organisational skills whilst under pressure - Must be assertive and confident whilst working in a male-dominated environment - Must be confident and have excellent customer-facing skills and enjoy telephone interaction - Must have a high attention to detail and be able to follow a published procedure consistently - Display the ability to multi-task - Obtain a high level of ability with computer applications and be able to pick up new information quickly This is a fantastic opportunity for experienced Service Desk Analysts looking to try something new or look to make the next step in their career in a modern, passionate, and dynamic environment. Standard shift based working hours will fall between 8am-8pm, Monday to Friday. Salary £18-25k depending on experience plus excellent benefits & pension.
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