Service Desk Analyst - Insurance
Our Client a UK/European insurance company is looking for a Service Desk Analyst who can play a key role in an expanding the team and help with the 2nd & 3rd line support . The qualified candidate will be responsible for providing a single point of contact for Customers and to facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels. It would be useful for candidates to have previous MSP experience, or be used to dealing with a variety of different customers.
The candidate will be expected to support multiple companies across UK and Europe under a corporate banner, so having experience of this type of environment would be useful.
There are high expectations on this role so being a high energy, delivery focused, customer focused, quality minded self-starter are core requirements.
Note ? personality and attitude are as important as technical skill set as it is clearly a client facing role.
Key Responsibilities of the Service Desk Analyst/2nd & 3rd Line Support:
1.) CALL RECEIPT
Respond to customer requests and queries via telephone, understanding the importance of a quick rand concise response.
Utilize the call logging system to log Incidents and Service Requests received via telephone or in response to end-user electronic requests/system generated alerts.
Maintain high levels of professionalism and excellent customer care at all times.
2.) INCIDENT RECORDING (including Request for Change)
Ensure comprehensive details of Customer, end-user and nature of Incident/Service Request are clearly documented.
Refer to outstanding tickets for customer to ensure not a duplicate request.
Conduct initial triage' troubleshooting.
Ensure that all troubleshooting steps undertaken are clearly updated in ticket.
Ensure correct priority and classification assigned to ticket.
3.) INCIDENT SUPPORT AND MANAGEMENT
Refer to any relevant problem tickets or pending projects which may facilitate a Work-Around' or resolution.
Provide support for end-users both via telephone and desk-side, as required (see Site visit) in line with customer contractual Service Level Agreement.
For Service Request, ensure correct customer approval process has been adhered to.
Utilize secure remote management and diagnostic tools to resolve network/end-user issues.
Research and resolve technical issues on software, PC's and/or network.
Liaise with internal and customer third party suppliers to facilitate fix, when necessary.
Keep Incidents and Problems fully updated in the ticketing system, including all diagnostic steps taken and records of updates provided to customer.
Keep an accurate record of time spent on ticket.
Ensure that end-user is happy to close call' before closure of ticket.
4.) INCIDENT ESCALATION
Proactive and reactive management of customer issues within defined escalation procedures until resolution.
5.) PROACTIVE REMOTE SUPPORT
Secure remote monitoring & management of customer networks/infrastructure via remote management tools, and subsequent management of all IT related issues and escalations.
Provide remote telephone support and "dial-in" diagnostics service for customer
6.) PROBLEM MANAGEMENT
Initiate the logging of problem tickets in line with defined process.
Search for Work Around', updating relevant problem ticket.
Utilize, update and monitor reported problems ensuring relevant information fed into fault Knowledge Database.
7.) CUSTOMER COMMUNICATION
Ensure end-user is kept updated on the progress of their ticket to ensure the highest level of customer satisfaction is consistently maintained.
8.) SITE VISITS
Attend proactive and reactive site visits; ensuring defined process is consistently followed.
Assist Project engineers with site installations in order to gain experience/exposure of network implementations.
Desired Skills & Experience:
- Good all round education including mathematics and English
- 3+ year experience in similar customer focused role
- 3+ year experience of IT support
- Familiar with PCs and software and how to resolve common technical issues
- Use of Internet browser and on-line support tools
- MS Desktop operating systems
- Managing VPN's
- MS Active directory
- Printer and Print Server set-up, and driver configuration
- Network Administration activities (e.g. User account administration)
- Knowledge of Office and standard Desktop applications
- MS server technology
- Network switches and patching
- Excellent communicator- particularly on the telephone
- Excellent problem solving skills
- Good written and spoken English
- Excellent customer care skills
- Professional manner
- Ability to effectively prioritize workload to meet deadlines
- Ability to follow internal and external procedures and policies
- Attention to detail
- Ability to work under pressure
- Team player
- Ability to multi task
- Implementing ITIL "best practices"
- ITIL V3 accreditation
- Experience of Citrix Presentation Server / XenApp and Microsoft Remote Desktop Services
The company requires a strong hands-on engineer with a broad knowledge base and a strong team ethic. This is an excellent opportunity for the right candidate with a desire to drive change and really make a difference' in a busy, challenging, fast paced and rewarding environment.
This job was originally posted as www.jobsite.co.uk/job/959609352