Service Desk Analyst

  • Location

    Portsmouth, Hampshire

  • Sector:

    IT

  • Job type:

    Contract

  • Salary:

    £12 - £15 per hour

  • Contact:

    Aaron Madray

  • Contact email:

    Aaron.Madray@experis.co.uk

  • Job ref:

    BBBH104492_1559640588

  • Published:

    3 months ago

  • Duration:

    6 Months

  • Expiry date:

    2019-07-04

  • Start date:

    ASAP

Role: Service Desk Analyst

Location: Portsmouth

Rate: £12-£15/hour

Duration: 6 months

Role Overview

  • To perform as part of the team within the Technical Service Desk, providing 1st line IT support and excellent customer service.
  • Tasks Will Include:
  • Answering calls received to the Service Desk, logging all calls received as issues or requests to agreed standards
  • Displaying active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
  • Utilising problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
  • Escalating as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
  • Performing a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA's
  • Assisting with mailbox processing when required, logging customer issues/requests and replying to any queries
  • Responding to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
  • To log and escalate calls with third parties where required, ensuring communication back to the customer

Qualification and Experience

  • Proven Service/Help Desk experience
  • Customer Service Experience, both face to face and over the phone
  • Proven experience in using a Service Management system to manage all incidents and requests.
  • Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.
  • Technical and Specialist Knowledge
  • Ability to apply technical fixes, using agreed IT toolsets
  • Ability to utilise active listening, analysing and understanding the needs of the customer
  • ITIL awareness
  • Ability to progress escalations
  • An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure

Key Behavioural Competencies

  • Customer Focused, committed to providing a professional 1st line service
  • Able to work within a high volume and fast paced environment
  • Ownership skills
  • Ability to prioritise and manage own workloads against set SLAs
  • Excellent Time Management Skills
  • Comfortable working across a multi-disciplined environment
  • Ability to interact with all departments in Babcock IS and Third-Party Organisations
  • Excellent verbal skills, particularly remote support over the phone
  • Excellent written communication skills
  • Ability to deal with conflict professionally
  • Flexible, can do attitude
  • Capable of working on own initiative