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Service Desk Analyst

  • Salary: Up to £120 per day
  • Job type: Contract
  • Location: Sandy, Bedfordshire
  • Sector: IT
  • Date posted: 26/09/2018
  • Job reference: BBBH89003

Service Desk Analyst- Tempsford, Sandy- (3 months rolling)

To provide a single point of contact for all IT related issues and requests. To ensure an efficient and professional service is provided to meet the customer demands within the agreed service levels and business priorities.

To coordinate appropriate responses including: resolving issues and change requests at first point of contact (telephone/email/face-to-face), channelling requests when required for help to appropriate resolver groups for resolution, monitoring progress, and keeping users informed of progress.

Key Results/Accountabilities expected from the Role:

  • Accountable for a high standard of customer service in-line with performance targets defined for the IT Service Desk.
  • Shift work will be required working - 7-330pm, 8-430pm, 930-6pm
  • To receive and accurately log IT Service issues and requests from users, ensuring all are responded in a timely manner within agreed procedures and service level targets.
  • To act as single point of contact for IT Service issues and requests, liaising with resolving support teams and third party suppliers.
  • To follow agreed procedures and processes to respond to issues and requests for assistance, by using appropriate tools and IT technical knowledge to help resolve the user's problem, in accordance with agreed targets and performance.
  • Using agreed escalation procedures, progress unresolved calls and as appropriate escalate with resolving teams, where target services times have been breached.
  • To keep users informed of progress on incidents and change requests logged, and maintain the call log of actions taken.
  • To ensure all incident and change request calls are closed in agreement with the customer and that a satisfactory solution has been provided, in accordance with performance and targets to help maintain and enhance customer satisfaction.
  • To maintain accurate information within the Service Management Tool (Support Works) of calls to provide management reporting in performance statistics.
  • Maintain product knowledge and technical skills and learn about new products as required.
  • To co-operate with their employer and follow health and safety advice and instructions.

Qualifications & Training

  • Experience in working within a Service Desk / Customer Service environment
  • Customer Service training
  • Desirable education to HNC level, or equivalent professional qualifications or experience
  • Desirable relevant technical training certification e.g. A+, NVQ.
  • Desirable ITIL Foundation

Knowledge

  • Knowledge of desktop hardware, components and peripherals
  • Knowledge of Windows 7 operating systems
  • Good knowledge of Microsoft desktop applications
  • Knowledge and understanding of customer care within an IT environment
  • Knowledge of IT Service Desk or other call logging systems
  • IT Service Management awareness
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