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Service Desk Analyst

  • Salary: £21500 - £22500 per annum + package
  • Job type: Permanent
  • Location: Portsmouth, Hampshire
  • Sector: Infrastructure & Support
  • Date posted: 09/08/2017
  • Job reference: J371883A

IT Service Desk Analyst

£21-22.5k plus shift allowance

Portsmouth

Experis are recruiting on behalf of our Client a leading Engineering Support Services organisation for an individual to join their Technical Service Desk team in Portsmouth to provide 1st line IT support across the Group.

The main responsibilities of this role are as follows -

  • To participate in a 24 x 7 shift rota covering a 4 on, 4off work pattern
  • To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards
  • To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed service levels
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries following 1st line fix criteria, and where possible resolve at first call
  • Escalate as appropriate to ensure a prompt restoration of service, arranging for the relevant 2nd and 3rd line specialists to address and resolve issues
  • To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA's
  • To assist with mailbox processing when required, logging customer issues / requests and replying to any queries
  • To log and escalate calls with 3rd parties where required, ensuring communication back to the customer
  • To complete a variety of checks and monitoring activities on Technical Infrastructure throughout the shift and as directed by Shift Senior
  • Provide a handover of events to the incoming shift team

The successful candidate will display the following skills and experience -

  • Customer service experience, both face to face and telephone
  • Proven IT Helpdesk experience is desirable however can consider candidates with relevant computing related qualification who has worked in a customer service environment
  • Experience in troubleshooting Microsoft Applications, printer Faults and Operating Systems is desirable
  • Able to work towards defined processes
  • Excellent communication skills
  • Able to gain and maintain UK SC level security clearance as part of this role
  • Must be able to commit to a shift rota as part of this role -
    • 4 x days (7am-7pm)
    • 4 x nights (7pm - 7am)
    • 4 x days off

This is an excellent opportunity for someone with prior helpdesk experience or for a Graduate of College leaver with a relevant qualification in Computing related subject to join a leading organisation with excellent career progression opportunities.

If you feel you have the necessary experience as detailed above then I would like to hear from you. Please apply online or send your CV directly or contact me directly on 0131 558 4809 for further information about this role.

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