Service Desk Analyst

IMR Digital Ltd
11 Jan 2018
10 Feb 2018
Contract Type
Full Time

Sevice Desk, SLA, ITIL, Active directory

Industry leading, Multibillion pound business Urgently requires a service desk analyst on a day rate contract basis to undertake the following role

To answer all calls made to the Service Desk (split across team)

To confirm customer details as per the information in ServiceNow and triage/resolve some Incidents and Service Requests according to pre-defined scripts.

To escalate Incidents and Service Requests to 2nd Line support team.

To help provide an efficient, cost effective and customer focused support service.

To contribute to service improvements and initiatives.

  • Satisfied customers
  • Pre-defined Incidents and Service Requests resolved efficiently within SLAs
  • Respond to and resolve pre-defined Incidents and Service Requests according to agreed processes and procedures
  • Able to perform basic operations support as per pre-defined scripts
  • Timely escalation to 2nd Line Support in line with SLAs and OLAs
  • Timely and appropriate escalation of issues to management
    • Communication with other Analysts to share knowledge, best practices and common problems
    • Consistent use of Knowledge Base to drive efficiency and operational improvements
    • Improvement of KPIs
    • Timely updates to users and other parties interested in progress and corrective action(s) to meet SLAs
    • Build and maintain relationships across the operational and support teams
    • Good understanding of SLAs required to deliver service

  • Ability to think logically, analyse situations and problem solve
  • A broad understanding IT services
  • An IT related qualification and/or educated to A level standard would be an advantage
  • Analytical skills, being able to quickly acquire an understanding of a problem or situation and identify practical alternatives weighing up the benefits in order to recommend a solution
  • Appreciation and preferably working knowledge of the ITIL framework
  • Clear and concise verbal and written communication to ensure others? understanding
  • Thinking logically to make decisions
  • Managing internal relationships
  • Customer Service
  • No direct reports
  • Support for multiple sites and offices across the UK
  • Support for multiple disciplines across the business
  • Potential for support across multiple geographical hubs based on user location
  • Service provision for 4500+ users
    • No job specific experience necessary however the following would be an advantage:
      • Experience working on a Service Desk
      • Experience working within an IT Department
      • Experience working with an industry standard service management tool (ServiceNow preferable)
      • Experience of using a formal service management framework (ITIL)
      • Experience in Customer Service

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