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Service Desk Analyst

  • Salary: £26866 - £27866 per annum
  • Job type: Permanent
  • Location: Hendon, London
  • Sector: Infrastructure & Support
  • Date posted: 26/03/2018
  • Job reference: J383891A

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Service Desk Analyst

Hendon, London - £26,866 + Benefits

We have an exciting opportunity with one of our high profile government clients (PNC) based in Hendon, London. The Police National Computer is a system used extensively by law enforcement organisations across the United Kingdom. This went live in 1974 and now consists of several databases available 24 hours a day, giving access to information of nation and local significance.

In this role, you will provide first line support and advice to all customers of PNC Operations, both internal and external. You will be recording telephone calls and emails, ensuring all details of the incident is captured whilst being proactive and spotting trends.

Role Responsibilities:

  • Accurately record all telephone calls, emails and faxes on the Service Management logging tool; including customer contact information, concise details of faults/requests and all communications. Notifying the customer of progress/resolution of incidents as appropriate.
  • Ensure that methods applied to achieve incident/request resolution are accurately recorded in a manner in which this knowledge can be reapplied in future.
  • Replicate and analyse incidents where necessary to determine and propose solutions or course of action.
  • Acquire and maintain knowledge of relevant products and systems, analyse historical information, known error database and documented procedures to resolve disruptions to the service as experienced by internal and external customers at first line.
  • Participate in the development and improvement of the Service Desk function by presenting issues experienced in delivery at workshops, group discussions and forwarding documented suggestions to the Technical Service Desk Manager.
  • Undertake the chasing of incidents to closure and other Incident Management activities, subject to departmental requirements, to provide contingency arrangements

Experience required:

  • Sound experience of working within a customer support role preferably in an IT organisation.
  • Practical experience of using computers and working knowledge of Microsoft Office products (including Word, Excel, PowerPoint and Outlook)
  • Excellent interpersonal skills to build effective working relationships with customers and staff members across the organisation.
  • Ability to communicate effectively; both written and verbal.
  • In depth knowledge of customer service techniques with a strong customer focused attitude
  • The ability to assimilate new knowledge and skills quickly and apply these at a practical level with competence
  • Able to manage own time and work by exception but seeks guidance when necessary.

If you have the relevant skills and experience and would like to apply please send through an updated copy of your CV and contact number through to Jack Devlin at Experis by following the link provided.

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