Service Desk Analyst - Reading - 6 Months - £130/£160 Per Day

  • Location

    Reading, Berkshire

  • Sector:

    IT

  • Job type:

    Contract

  • Salary:

    £130 - £160 per day

  • Contact:

    Christopher Hague

  • Contact email:

    christopher.hague@experis.co.uk

  • Job ref:

    BBBH118210_1580902609

  • Published:

    4 months ago

  • Expiry date:

    2020-03-06

  • Start date:

    ASAP

  • Client:

    #

Service Desk Analyst - Reading - 6 Months - £130/£160 Per Day

Service Desk Analyst - Reading - 6 Months - £130/£160 Per Day

The work location is based in Reading on a 6 month contact duration.

Pay rate is between £130 - £160 per day

KEY RESULTS/ACCOUNTABILITIES

  • Manage and ensure resolution of the wide variety of IT/technology related telephone calls, emails, walkups and other enquiries coming into the IT Service Desk.
  • Provide first-line, customer focused, support and resolution of assigned queries within the agreed service levels.
  • Provide hardware support for laptops, mobile devices and peripherals, and software support for a wide variety of applications.
  • Collaborate across the UK/I IT team to ensure query resolution.
  • Ensure issues are tracked and updates are provided to the customer on a regular basis to keep the customer updated.
  • Take personal ownership to ensure that support queries are validated, entered, prioritised and escalated into the IT Service Management system.
  • Undertake PC hardware, mobile and software installations where required to agreed standards.
  • Monitor and respond to systems-based triggers and global alerts; proactively evaluating user impacts and initiating communications and/or issue resolution as appropriate.
  • Interact with users in an enabling and educating way - increasing their technology know-how, confidence and understanding of future options for self-reliance/self-service ("teach people to fish").
  • Participate in continuous improvement, advising the Service Operations Manager if there are areas where the service could be improved.
  • Be a proactive Service Desk team-player, supporting colleagues and contributing ideas for how the whole team can continuously improve the service provided, e.g. sharing knowledge/insights, noticing repeat issues, suggesting processes improvements.

Key Skills

  • 2-3 years previous work experience, either in an IT or customer service environment is essential.
  • Experience of dealing with a wide-range of customers (technical and non-technical and varying senior levels) on the telephone and/or in person is also essential
  • Experienced working in a team environment with a high amount of collaboration
  • Good experience with IT Service Management systems
  • Strong previous experience of successfully building customer relationships, confidence and trust.
  • Demonstrates a strong track record of achieving goals successfully and pushes self to achieve positive results.
  • Good knowledge of Windows Operating Systems and Microsoft Office and a good understanding of hardware. Good IT skills are required to use the IT Service Desk & supporting systems.

If you are relevant or interested don't delay, contact me on 0161 924 1416 or email me at