2nd Line Service Desk Analyst

Recruiter
SCC
Location
Dudley
Posted
21 Mar 2019
Closes
27 Mar 2019
Contract Type
Permanent
Hours
Full Time
We are SCC - Specialist Computer Centres - Europe's leading IT services organisation. We design, deliver and support innovative, business critical and cost reducing services and solutions and count many of the UK's largest corporate companies and public sector bodies as our valued customers.
We now have an exciting career opportunity for a 2nd Line Service Desk Analyst to join us at our customer response centre in Birmingham .
Job Purpose:
To act as the single point of contact between the client customer base and SCC.
To handle all IT related enquiries and provide 2nd level support on a variety of IT equipment .
Main Duties:
* To provide remote technical support to the customer's user base working to set achieve contractual Service Level Agreements .
* Communicating technical issues to a non-technical audience .
* Incident Management of Major Incidents .
* Document all technical solutions within the Service Desk knowledge base .
* Provide technical support to 1st Line Service Desk Analysts .
* Record all incidents/changes within the SCC Service Desk tool .
* Contribute to delivering a 70% Remote Resolution target .*
* Answer inbound calls where required .
* Make outbound calls to customers, keeping them informed on a regular basis .
* Review and update Known Errors database .
* Incident/Change/Service Requests assignment to appropriate department .
* End to end ownership of all Incident//Service Requests through to closure .
* Provide a positive Service Desk experience .
* Build internal/external relationships through effective methods of communication .
* Assess, prioritise and manage workload ensuring contractual obligations are achieved .
Skills and Experience Required:
* Experience of working in a 2nd Line support role .
* Good knowledge of IT
* Ability to support Microsoft Operating Systems preferably Desktop hardware/software .
* Ability to work as part of a team or on own initiative where required .
* Presentable and professional at all times .
* Excellent communication skills .
* Ability to handle difficult and demanding customer situations .
* ITIL aware .
We offer an attractive salary ,great working conditions and real career prospects .
Interested ?
Then click the response button now !
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Upon submitting your application SCC will process your information in line with our privacy policy which can be found on the SCC Careers website under ‘Recruitment Privacy Policy

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