Service Desk Analyst

Recruiter
WYG
Location
Leeds
Posted
10 Nov 2017
Closes
09 Dec 2017
Contract Type
Permanent
Hours
Full Time

Job Summary

Our IT team uses state of the art technology both in terms of infrastructure and software and have outstanding project managements in place to support our global customer base.

Your Role

As IT Service Desk Specialist, you will report to the UK IT Service Delivery Manager. This is a standard 37½ hour working week, providing customer support and help on all IT related queries across business hours 8:00am to 5:30pm, Mon ? Fri.We are an ambitious and growing business with IT at the heart of that growth agenda. It?s an excellent time to join us to develop a career in a fantastic team as a first line IT Service Desk Analyst.

Your key responsibilities will include:

  • Logging of all IT request into the WYG GB IT service desk tool from emails and telephone calls
  • Resolving Service Requests
  • Updating user and asset information within the service desk tool
  • Keeping customers informed on status and progress of requests
  • Prioritise and categorising requests in accordance with working procedures
  • Maintaining call information within the service desk tool
  • Monitoring and escalating calls in accordance with service levels
  • Providing outage notification communications to the business community
  • Log calls with external suppliers

About You

Providing customer support and help on all IT related queries:

  • Logging of all IT request into the WYG GBIT service desk tool from emails and telephone calls
  • Processing first time fix calls for AD & telephone systems
  • Updating user and asset information within the service desk tool
  • Keeping users informed on status and progress of requests
  • Prioritise & categorising requests in accordance with working procedures
  • Maintaining call information within the service desk tool
  • Monitoring and escalating calls in accordance with service levels
  • Providing outage notification communications to the business community
  • Log calls with external suppliers

Key Competencies

  • Basic User Account Administration
  • Familiar with the use of IT Service Desk Tools.
  • Basic IT Support Skills including:
  • MS Office,MS Windows,MS Outlook, Customer Service Skills,Quality Data Entry, Administration and Organisation,Basic Telephone System Administration
  • Pickup Groups,Voicemail Password Resets,Extension Updates,Active Directory Administration
  • Provide Service Account Passwords
  • E-Learning Account Setup
  • Distribution List Administration
  • Password Reset Advice
  • User Profile Configuration
  • Printer Consumable Ordering
  • Perimeter Card Configuration
  • File Permission Amendments
  • Mailbox Access
  • ActiveSync Device Configuration
  • Email Signatures

Qualifications

  • A Levels or equivalent

Personal Qualities:

  • Ability to work in a team environment
  • Excellent interpersonal skills are essential to ensure effective and efficient service delivery
  • Ability to work under pressure
  • Ability to follow process

As well as having these strong IT support skills, you will demonstrate excellent customer service skills, with a good telephone manner and communication skills. You will be able to offer an element of flexibility, as some travel will be required. You will be well organised, with excellent data entry and administrative skills. You will work well under pressure and enjoy being part of a team.

About WYG

WYG is an award-winning professional services firm operating from more than 50 locations across the UK, Europe, Africa and Asia .We are driven by client service and underpinned by technical excellence. We help our clients create value, protect value, and manage risk. We are the partner of choice for organisations operating in complex or challenging environments.

We serve our clients through three interconnected business streams:

  • WYG Advisory is a proactive management consultancy designed to help identify opportunities for our clients, support their decision-making processes and deliver effective programmes.
  • WYG Consulting assembles specialist teams to offer high value services to the markets in which we operate.
  • WYG International Development works to optimise the value and impact of donor funded projects in collaboration with our partners and other stakeholders. It aims to improve socio-economic stability, enhance infrastructure and unlock the potential for sustainable development.

WYG plc?s shares are traded on AIM, a market operated by the London Stock Exchange.

Rewards

In return for your dedication, you?ll enjoy a quality total remuneration package, including contributory pension, health cover and flexible working options. Pick and choose your perfect blend from advantages including childcare and retail vouchers, travel insurance and variable holiday. You?ll also benefit from great training and development, with support to achieve your career goals.


This job was originally posted as www.jobsite.co.uk/job/959501060