Service Desk Analyst

£10 - £15 per annum
09 Oct 2013
06 Nov 2013
Service Desk Analyst
Rob Lewis
Contract Type
Full Time
An excellent opportunity providing 1st line IT support on a 3 month contract with possibility of turning permanent.


* 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
* To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
* To log and escalate calls with third parties where required, ensuring communication back to the customer

Qualifications & Requirements

Qualification and Experience
* Service/Help Desk experience
* Customer Service Experience, both face to face and over the phone
* Proven experience in using a Service Management system to manage all incidents and requests.
* Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.
Technical & Specialist Knowledge
* Ability to apply technical fixes, using agreed IT toolsets
* Ability to utilise active listening, analysing and understanding the needs of the customer
* ITIL awareness
* Ability to progress escalations
* An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure

MOD SC Security clearance
Other security clearances as contracts demand
E.g. Met Police Security clearance

Apply now if interested as the role will be filled quickly.


Rob Lewis

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