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Service Desk Analyst

  • Salary: £21500 - £22500 per annum
  • Job type: Contract
  • Location: Portsmouth, Hampshire
  • Sector: Infrastructure & Support
  • Date posted: 11/10/2017
  • Job reference: J374683A

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Service Desk Analyst

£21,500 - £22,500 + benefits

16 month FTC

FTSE 100 Organisation


I am recruiting a Service Desk Analyst to work within a FTSE 100 multinational organisation and market leader across a number of key engineering industries.

The successful Service Desk Analyst will have good communication skills to provide first line IT support in a fast paced environment. You will have a good understanding of IT systems and how they work within a large company allowing you to diagnose and rectify technical problems or follow agreed process to manage the customer's expectation.

Main purpose of role:

  • 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 SLAs.
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first 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 incidents.
  • 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.

Ideal requirements:

  • Proven Service/Help Desk experience.
  • Customer Service experience.
  • Ability to apply technical fixes, using agreed IT toolsets.
  • Ability to prioritise and manage own workloads against set SLAs.
  • Comfortable working across a multi-disciplined environment.

The position would offer an excellent opportunity for a Service Desk Analyst to develop their skills and progress their career with a prestigious FTSE 100 organisation.

Please apply online or for more information please contact Gemma Rogan on 0117 9309 739.

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