Service Desk Analyst

Recruiter
Experis LTD
Location
Portsmouth
Posted
10 Feb 2018
Closes
15 Feb 2018
Contract Type
Permanent
Hours
Full Time
Service Desk Analyst

£21,500 - £22,500 + 20% uplift for shift work

Permanent

Portsmouth

Shifts are 7 till 7, 4 on, 4 off, days and nights.

I am recruiting a Service Desk Analyst to work within a FTSE 250 multinational organisation and market leader across a number of key engineering industries.

The successful Service Desk Analyst will have good communication skills to provide first line IT support in a fast paced environment across a range of UK based and international customers. 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 250 organisation. If you are motivated and looking to progress please apply online or contact Gemma Rogan on 0117 9309 739 or email
This job was originally posted as www.cwjobs.co.uk/job/79965685

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