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Service Desk Analyst

Acora Managed IT Services
Closing date
26 Jul 2021

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Technology & New Media
Contract Type
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Job Details

Service Desk Analyst - Burgess Hill

Service Desk Analyst Role

We are seeking ambitious hard working team players to join our service operations team and build their careers with the business. The Service Desk Analyst will work within the Service Desk Team providing 1st line software, hardware and network support to our customers. You will support multiple clients responding to requests and solving problems impacting delivery of BAU IT services. You will also identify and suggest improvements to processes and procedures used by the Service Desk to keep our customers happy.

Service Desk Analyst Responsibilities
  • Providing top-quality 1st line support
  • Taking ownership of incidents, requests and problems
  • Ensure all modes of customer contact are responded to - Telephone calls and Emails, Self-Log
  • Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction
  • Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
  • Recording and maintaining the knowledge and known error database Managing incidents, requests and problems

Service Desk Analyst Requirements
  • Excellent Customer Service skills.
  • Strong interpersonal and relationship building skills. The ability to communicate effectively verbally and in writing
  • Ability to manage each Customer as an individual
  • Demonstrative 'Can do' attitude
  • Flexible, adaptable and supportive problem solver
  • Good time management skills
  • Team Player, willing to help and support others
  • Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment
  • Excellent multi-tasking skills
  • Calm and resilient under pressure
  • Good sense of humour

You must meet the following key criteria
  • Be eligible to live and work in the UK.
  • Pass PES check within 30 days

Service Desk Analyst Profile
  • A passion for technology and a desire to build a career in IT managed services.
  • Previous experience within a Service Desk environment delivering remote support to corporate clients
  • 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 beneficial

Acora Overview

We are a UK based, award winning, IT services and technology company with over 25 years' experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support.

We are proud to be named as a 'One to Watch' and place in the top 100 companies for the Midlands and South East by Best Companies 2021.This means that our workplace engagement shows promising signs for the future.

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In general, you can visit online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016.
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