Junior Service Desk Analyst

Data Careers Limited
West London
£14k pa + Excellent Benefits
15 Apr 2017
15 May 2017
Contract Type
Full Time
A leading supplier of IT Managed Services requires a Junior Service Desk Analyst to work within a 1st line support team. This role will suit an individual with a good customer service skills.

You will be joining a growing business working in an environment that encourages innovation, collaboration, career progression, Flexible working, and a proper work/life Balance

You will:

- Ensure all records are resolved within the Service Level Agreement (SLA).
- Respond to clients and log all incidents, service requests, problems and changes in the service management tool.
- Track records from the logging stage through to resolution and acceptance of closure by the client.
- Prioritise and transfer of incidents and service requests to the correct resolver group if they cannot be resolved by the Service Desk.
- Escalate priority incidents to the Service Manager.
- Provide regular progress updates on incidents, service requests and problems to the client/partner and ensure the record is up-to-date.
- Inform the client/partner on the outcome of changes.
- Administer the Change Management and Problem Management process and act as the interface with client/partner change teams.
- Produce management information on incidents, service requests, problems and changes.
- Build and maintain a knowledgebase to aid the fast resolution of customer issues.

Key Skills:

- IT Service Desk experience
- Strong customer service ethos
- Good knowledge and experience of ITIL v3 best practice
- Experience of service management tools e.g. Support works, Remedy etc.
- Excellent written and verbal communication
- ITIL v3 Foundation qualification