Service Desk Analyst - Birstall Leeds

Global Technology Solutions Ltd
14 Apr 2018
16 May 2018
Contract Type
Full Time
We are looking for experienced Service Desk Analysts to join a blue chip in Birstall, Leeds.

Hours of work: Monday to Friday 37.5 hours, working between 7am and 7pm. Occasional rotas Saturdays.

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.

*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

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
*Eligible to work in the UK full time without restriction

Key Competencies:
*Friendly and Pleasant
*Ability to work under pressure
*Attention to detail
*Team player
*Tactful & diplomatic

*Knowledge and experience working with ITSM tools such as Service Now
*ITIL Foundation certification

If you are have the outlined skills and experience please apply now.

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