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Service Desk Analyst - Telephony Support - LAN/WAN - Cisco -

  • Salary: £120 - £130 per day
  • Job type: Contract
  • Location: Cardiff
  • Sector: IT
  • Date posted: 12/12/2017
  • Job reference: J375880A

Service Desk Analyst - ITIL - Remedy Call Logging - Security Cleared Eligible- Telephony Support - Customer Service - LAN/WAN - Cisco Devices - Basic IT Infrastructure Knowledge

My client leading Telecoms organisation is seeking 3 Service Desk Analysts to join an existing team supporting a large user base (5000plus) in Cardiff.

Candidates must be eligible and willing to undergo security clearance for the role.

The Role

The IT Service Desk single objective is to provide a first class service ensuring customers are fully updated and not negatively impacted for any longer than necessary. The successful candidate will be professional, with strong customer service, interpersonal and communication skills. They will be part of a team working in a fast paced, pressurised environment where priorities change rapidly. They must be able to remain composed and customer focused in while under pressure.

Key Accountabilities

  • Ensure consistency of approach across the company domain, working to formalised processes and agreed policy.
  • Dealing with customers through email, telephony and service portal.
  • Fully understand the all audit requirements and follow the processes to ensure compliance.
  • Provide Domain and Application access and administration, including; adding new users, amending existing access, managing mailboxes and software installations.
  • Own and manage, using ITIL principles, all user incidents reported to the IT Service Desk, ensure business users are kept informed of progress at all times
  • Continually develop and maintain professional relationships with the IT teams, customers and business areas.
  • Escalate issues appropriately.
  • WAN/LAN experience
  • Support of Cisco Devices
  • Remedy Call Logging Tool

Skills and Experience

  • Previous Service Desk experience
  • Remedy Call Logging tool
  • ITIL awareness preferably to foundation
  • Excellent customer service skills
  • Excellent communication skills
  • Strong Organisation skills
  • Able to work as part of a team
  • Good understanding of basic IT infrastructure
  • Good troubleshooting skills
  • Highly IT literate and proficient in the use of Microsoft Office suite.
  • Previous customer service experience, and preferably some IT support experience around LAN/WAN and Cisco Devices

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