Service Desk Analyst

Recruiter
Avocet Strategic Resourcing
Location
London (Greater)
Posted
11 Feb 2018
Closes
16 Feb 2018
Contract Type
Permanent
Hours
Full Time
Service Desk Analyst - 1st line

My client is a global household name with a superb reputation for creativity, innovation, and trend-setting and is seeking a junior service desk analyst with excellent customer service skills to join its dynamic technical service desk team delivering support services to its European user base.

Responsibilities:
The purpose of the role is to provide customer-focused first line support services to the user community and to ensure those support services are delivered effectively and efficiently.

• Provide support to the user community, proactively resolving issues through available tools and resources
• Call logging; own and progress call queues and support tasks, ensuring timely updates and resolution within service level agreements
• Populate the service management tool with coherent information; promoting knowledge transfer throughout the IT function.
• Adhere to escalation procedures
• Represent the IT function at first point of contact
• Manage necessary communications to all stakeholders
• Work with customers and internal teams to resolve incidents, problems, and any other technical issues
• Promote teamwork and knowledge sharing

Required skills/experience:
• Minimum 6-12 months' experience in a service desk/helpdesk / technical helpline/contact centre environment
• Good communication skills; both written and verbal
• Call logging experience
• Demonstrable experience using a service management or call logging tool such as ServiceNow, Remedy, TopDesk, Sunrise etc
• Knowledge of Microsoft and Mac OS

Whilst some technical support knowledge is required for the role, the focus is on the customer service skills and the primary requirement is the ability to build rapport immediately over the telephone and use your excellent communication and interpersonal skills to resolve users’ issues. My client is offering a dynamic, professional and challenging working environment and will reward the successful candidate with a competitive daily rate for a junior level role, plus a superb working environment

Please call Keith Wilkins today on (Apply online only) to find out more or send your CV for review. Please note that every application received is personally reviewed by our team - Avocet Strategic Resourcing does not use automated screening tools. Applicants MUST be eligible to live and work in the UK.

Avocet Strategic Resourcing is acting as an employment agency in regard to this role and does not discriminate on grounds of race, sex, marital status, religion or belief, sexual orientation, age or disability

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