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Service Desk Shift Analyst

  • Salary: £21500 - £22500 per annum + 20% shift work uplift
  • Job type: Permanent
  • Location: Portsmouth, Hampshire
  • Sector: Infrastructure & Support
  • Date posted: 19/10/2017
  • 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

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