Senior Service Desk Analyst

Recruiter
Plan Net Limited
Location
Milton Keynes, UK
Salary
Competitive
Posted
17 Jul 2019
Closes
25 Jul 2019
Ref
1197531924
Contract Type
Permanent
Hours
Full Time
Role

To work alongside and assist the Shared Service Desk Team providing remote software, hardware and network problem resolutions to our clients.

You will be based within our flagship Service Centre and will work within the Shared Service Desk team, supporting multiple clients - Supported by the Service Desk Team Leader and Service Desk Manager. Interfacing incidents, requests and problems affecting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.

Essential Skills:

Technical:
  • At least 2 years of experience within Service Desk remote support of corporate clients is essential.
  • Windows 7 & Windows 10
  • Office 2013 & 2016
  • Citrix
  • Mobile Device Management
  • Telephony
  • Previous use of a Ticket Management system
  • Good understanding of Incident/Request management and ticket handling
  • Experience of working to SLA's and KPI measures
  • Experience of using/contributing to a Knowledge base
  • Understanding of ITIL is desirable
  • Multi-client support desirable

Non-Technical:
  • Excellent Customer Service skills
  • Strong interpersonal skills
  • Ability to manage each Customer as an individual
  • Demonstrative Can do' attitude at all times
  • Flexible
  • Punctual at all times
  • Team Player
  • Excellent communication skills
  • Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment
  • Excellent multi-tasking skills

Information Security

This position is within the defined scope of Plan-Net's Information Security Management System (ISMS). The post holder is responsible for being at all times compliant with Plan-Net's Information Security Policy and all other policies, processes and documentation which relates to information security within the Company as outlined in the Plan-Net Staff Manual.

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