service desk analyst

Capita Resourcing
Whitstable, UK
13 Sep 2019
19 Sep 2019
Contract Type
Full Time
Capita IT Resourcing are currently recruiting for a Service Desk Analyst to join our Whitstable based office. The successful candidate will provide technical support to customers and resolve issues in line with relevant Service Level Agreements and objectives.

Responsibilities for the role:
- Act as the initial point of contact for any customer issues and provide technical support to end users
- Gain an accurate understanding of user issues and requirements and appropriately transfer information to central knowledge systems
- Escalate tickets to the appropriate resolver group, Service Desk Leads and management in a timely fashion
- Accurately log, update and maintain incident records and tickets
- Follow incident and change management procedure in line with documentation
- Proactively review issue trends and raise awareness within the team
- Develop and maintain knowledge of customer IT systems
- Maintain cohesive working practices within the team to ensure efficient resolution of customer issues
- Develop and maintain their own knowledge and skills in line with new technologies

Essential knowledge and skills:
- Active Directory
- Microsoft Windows
- ITIL Framework
- Excellent interpersonal and customer service skills
- The ability to use initiative and creatively solve problems

Working hours between 08:00 - 18:00

If you are interested in the role and would like to apply, please send me your CV in response to this advert for immediate consideration.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy

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