Service Desk Analyst

First Recruitment Services
13 Apr 2018
20 Apr 2018
Contract Type
Full Time
We are working with a respected client who is looking for a new team member to join their Service Desk. The Service Desk Analyst provides support for incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components.

The Service Desk Analyst will respond to incidents or requests in a timely manner and will always endeavor to exceed customers’ expectations by providing a best in class service. The service desk analyst will ensure that all agreed SLA’s and KPI’s are met and exceeded wherever possible.

The Service Desk is also focused on the continuous improvement of service for our customers. It is also key objective to build rapport with our customers both internally and externally to help drive customer loyalty and customer satisfaction.


To ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of incidents, Service Requests and Service updates
To meet and exceed KPI’s measures
To ensure all customers are provided with a best in class service experience
To log and categorise incidents or requests on the call logging system with an appropriate level of detail
Take full ownership of Incidents and Service Requests through to resolution, ensuring that Incidents and Service requests which cannot be resolved at the Service Desk are escalated to the correct resolver teams and proactively managed and to confirm resolution, satisfaction and acceptance.
To liaise and manage with any 3rd Party Suppliers which may be involved in the resolution of an incident
To provide customers with regular updates in line with SLA’s
To ensure that a suitable level of first time fix is achieved as per agreed KPI’s
Housekeeping tasks, monitoring, checking and dispensing fixes for known issues
Contribute effectively to the establishment and maintenance of the departmental knowledge base
Any other duties commensurate with the role
Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
Carry out any 'ad hoc’ assignments as and when required.
To be compliant with health and safety company policy and legislation
Knowledge, Skills, Experience:

Experience of performing a customer-facing role responsible for delivering high quality and time-critical service
Experience of working in an IT Service Desk function in an organisation of comparable size and complexity
Experience of working to, and consistently meeting, Service Level Agreements and targets
Understanding of and experience of using ITIL processes for Incident & Problem management
Excellent written and verbal communication skills
Proven planning and time-management skills
Experience of using IT Service Management tools for recording, managing and resolving of Incidents and Service Requests
Ability to clearly translate technical issues and solutions in plain language to non-technical audience
Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations
A questioning nature with the ability to think laterally to diagnose and resolve root causes of technical incidents
Must be able to quickly understand the client, their products and their industry
Strong analytical/problem solving abilities, especially in relation to continual service improvement
Key competencies:

Friendly and Pleasant
Ability to work under pressure
Attention to detail
Team player
Tactful & diplomatic

First Recruitment Services is acting as an Employment Agency for this Vacancy

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