Service Desk Shift Analyst

Experis Engineering
£21500 - £22500 pa + 20% shift work uplift
07 Oct 2017
08 Nov 2017
Contract Type
Full Time
Service Desk Shift Analyst £21,500 - £22,500 + 20% uplift for shift work FTSE 100 organisation Permanent Portsmouth Shifts are 7 till 7, 4 on, 4 off, days and nights. I am recruiting a Service Desk Shift Analyst to work within a FTSE 100 multinational organisation and market leader across a number of key engineering industries. The successful Service Desk Shift Analyst will have good communication skills to provide first line IT support in a fast paced environment. You will have a good understanding of IT systems and how they work within a large company allowing you to diagnose and rectify technical problems or follow agreed process to manage the customer's expectation. Main purpose of role: - To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards. - To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs. - To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call. - Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents. - To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA's. - To assist with mailbox processing when required, logging customer issues/requests and replying to any queries. Ideal requirements: - Proven Service/Help Desk experience. - Customer Service experience. - Ability to apply technical fixes, using agreed IT toolsets. - Ability to prioritise and manage own workloads against set SLAs. - Comfortable working across a multi-disciplined environment. This is an exciting opportunity to develop your career within a large FTSE 100 organisation. If you are motivated and looking to progress please apply online or contact Gemma Rogan on ************* or email
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