Service Desk Analyst

Kier Limited
15 Apr 2018
18 Apr 2018
Contract Type
Full Time
Service Desk Analyst

Location: Sandy, Bedfordshire
Part time/Full time

Kier Group plc is looking to recruit a Service Desk Analyst, who will report to the Service Desk Team Leader. The successful candidate will be responsible for providing first point technical support for applications and infrastructure. We are also considering candidates who would like to work on a part time basis.

Key Responsibilities:

* Be the first point technical contact for all incoming Service Desk calls, and play a significant role in promoting the company's high levels of customer service.
* Record all calls and actions taken whilst at the Service Desk.
* Perform remote fixes.
* Take ownership of all calls logged.
* Use judgement to identify minor and major issues and assigning as appropriate.
* Ensure consistency of service provision.
* Identify trends and alert the Service Desk Team Leader of any issues
* Liaise with the other members of the Service Desk team and the wider Service Delivery department to resolve and follow up on any issues.
* Prioritise, and co-ordinate the provision of support for an incident/request with third party suppliers.
Key Skills and Qualifications:

* Experience of providing a professional first line support service within an ITIL environment.
* Excellent verbal and written communication/ producing documentation using the standard Microsoft applications.
* Excellent Customer Service skills.
* Ability to triage technical issues by listening to the customer whilst ensuring attention to detail is maintained.
* Understanding the technical implications of a situation.
* Patience and perseverance.
* Translating technical aspects to non-technical people.
* Translating business requirements to technical people.
About Kier:
Kier Group plc. is a leading construction, property, residential and services group which invests in, builds, maintains and renews the places where we work, live and play. We operate globally across a range of sectors including defence, education, health, housing, industrials, power, transport and utilities. Listed on the London Stock Exchange, we are a constituent of the FTSE 250 Index.

With a network of 88 UK offices Kier offers national coverage across all of its core activities. Employing 20,000 people, Kier has the financial strength and technical expertise to undertake some of the most significant construction, civil engineering and service contracts in the country.

Kier is an equality and diversity employer.
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