IT Service Desk Anaylst

Recruiter
Kelly Services Ltd
Location
Inverness
Posted
10 Oct 2018
Closes
14 Oct 2018
Contract Type
Permanent
Hours
Full Time
IT Service Desk Analyst
Job Role
To provide a single point of contact for all staff in relation to IT issues and incidents. To provide exceptional standards of support to all customers and support a variety of products, services and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all SLAs are adhered to. Resolutions should be provided in an effective and timely manner.
Working hours between Monday to Friday 08:00-18:00 (8 hours per day)
Start date ASAP. This contract is to last minimum of 2 months
Objectives
* Provide exceptional customer service.
* Fix 95% of resolvable incidents.
* Ensure adherence to SLAs.
* Ensure that incidents are dealt with according to customer and priority needs.
* Ensure all incidents are accurately logged.
* Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution.
* Follow processes to ensure that a high quality of service is provided to internal and external customers.
* Desire to build relationships within the service desk team, the IT group and the wider organisation.
* To understand the business and its objectives.
Responsibilities
* Log all incoming calls to the service desk.
* Ensure that information is accurately recorded in the service management tool.
* Ensure that incidents are assigned to the correct resolver team.
* Co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users.
* Work with the problem management team or other virtual teams as required.
* Provide basic in-house training to end-users.
* Contribute to the knowledge base.
* Act as a single point of contact.
* Contribute to Problem Management team as and when required.
* When required represent the service desk at team and department
* Plan and prioritise work to ensure that deadlines and targets are met.
* Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments.
Mandatory Qualifications
* Security clearance as per the standard set by HLC e.g. Disclosure Scotland.
Desirable Qualifications/Experience:
* ITIL v3 Foundation.
* Microsoft Technology Associate or Comp TIA A+ certification.
* Experience of working in a customer facing IT environment.
* Experience of ticket logging toolsets, such as Remedy or ServiceNow.
City centre location, fantastic working environment

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