Accessibility Links

Service Desk Shift Analyst

  • Salary: £21500 - £22500 per annum + 20% shift work uplift
  • Job type: Permanent
  • Location: Portsmouth, Hampshire
  • Sector: Infrastructure & Support
  • Date posted: 27/11/2017
  • Job reference: J374927A

Service Desk Shift Analyst

£21,500 - £22,500 + 20% uplift for shift work

FTSE 100 organisation

Permanent

Portsmouth

Shifts are 7 till 7, 4 on, 4 off, days and nights.

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

The successful Service Desk Shift 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.

This is an exciting opportunity to develop your career within a large FTSE 100 organisation. If you are motivated and looking to progress please apply online or contact Gemma Rogan on 0117 9309 739 or email

Similar jobs
View more similar jobs