Reporting to the Service Delivery Manager, your main duties will be to ensure the progression and swift resolution of tickets logged with the Service Desk and delivering superior services in line with Service Level Agreements, managing client expectations throughout.
As an analyst on the Service Desk, you will act as the first point of contact for customers who report incidents and log service requests. The primary objective of the role is to provide first time resolution, achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our specialist teams to investigate and resolve.
Throughout the process, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and the company, and will providing timely updates, ensuring the fault is assigned the correct level of priority and attention.
This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and possess a broad technical knowledge across a range of technologies.
- Good knowledge of Microsoft Windows 7 - 10 and Mac OS
- Basic knowledge of user administration (Active Directory, AzureAD, Exchange, Office365)
- Good knowledge of Microsoft Office suite
- Good understanding of workstation builds and configuration
- Hardware troubleshooting
Annual salary depending upon experience.
Paid overtime or time off in lieu
Out of hours support rota, paid as a retainer. Please note that this is primarily for 2nd line analysts and above, but 1st line analysts may be required on occasions.
Working hours on a shift basis as follows:
07:00am until 3:45pm
08:45am until 5:30pm
09:15am until 6:00pm
Contributory pension scheme (after 3 months service and successful completion of probationary period)
Twenty-five days annual leave