Service Desk Analyst

Smart Solutions Recruitment
Bournemouth, UK
Closing date
24 Sep 2020

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Technology & New Media
Contract Type
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Smart Solutions are proud to be working with South West Water to provide Service Desk Support Analysts for the IT Department.

Role Purpose

The role of Service Desk Support analyst will instil a customer centric approach to deliver seamless 1st line support for all IT Services.

Reporting to the Service Desk Manager you will accurately capture issues and exhaust all options for resolution at first point of contact, demonstrating empathy and a genuine passion for delivering great service to all IT 'Customers' and your colleagues.

The crucial objective for this role is to be responsive to Group IT 'customers' support needs by being a first point of contact and managing expectations to effectively and satisfactorily resolve Incidents and Requests.

Key Responsibilities

·Accurate logging, categorising and prioritising of contacts in our service management tool

·Ability to provide a positive Service Desk experience

·Undertake analysis, diagnosis and resolution of first line incidents and service requests via phone, email and face to face contact

·Ensure the resolution of issues in accordance with agreed Service Levels and identify opportunities support continual process improvement

·Make outbound phone calls to customers keeping them informed as required

·The ability to communicate technical issues to a non-technical audience

·Progress calls to other I.S. support teams if they cannot be resolved at initial point of contact

·Proactively producing Knowledge Base documentation for new found fixes, for ease of future resolution

·Identify and work towards Service Improvements.


·A minimum of two years working experience in an IT support function, specifically in a support analyst role.

·Familiarity of following ITIL processes for Incident and Service Request processes.

·5 GCSEs or equivalent (including Maths and English, minimum Grade C).

·Educated to degree level standard (any discipline) or able to demonstrate working to degree level, with relevant, broad based Information Technology/business experience, and ideally having provided diverse desktop computer and support services to a large user base.

·Awareness of ITIL as a best practice.

·Evidence of relevant technical training or certification - ITIL Foundation certificate.

During the Covid-19 pandemic Smart Solutions have been working closely with the business to be able to continue to support the businesses recruitment needs whilst providing a safe environment to work in.

Our team are working from home and have access to online registration systems

Interviews are via video links

Where there is a need to be office based, offices have been assessed and measures put in place to provide a safe working place where possible or work from home.

Safety of our workers, staff and clients are our main priority.

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