Service Desk Analyst

Company Name: VIQU Recruitment
Location: England

My client, a very well known global leading provider of specialist services for the marine sectore, is looking for a service superstar to join their Service Desk team. As service desk analyst you will be the primary point of contact for internal customers. You will troubleshoot and diagnose problems in the persuit of resolving them or escalate them to the 2nd line team.
You will maintain ownership of faults and provide timely updates to ensure servie level agreements are met.
As service desk analyst you will have a good technical foundation in a first\second line service desk role and also excellent customer service skills, a willingness to pick the phone and liaise with our customers.
This role comes with a great career progression plan and a chance for you to develop professionally.

YOur main Duties;

• Act as a single point of contact for IT issues and queries
• Provide 1st Line Support and resolve a high percentage of incoming IT Support requests upon the first contact including troubleshooting of IT related issues (software & hardware)
• Ensure a swift response and analysis of new requests, escalating promptly if required
• Assess the business impact of IT Incidents and accurately assign SLAs and follow escalation procedures as directed
• Answer incoming calls and record details of the fault / request in GBS service desk software - a high level of detail and accuracy is required
• Take ownership of user issues, follow up the status on behalf of the user and communicate progress in a timely manner following through to conclusion
• Be fully conversant with Incident Management and SLAs
• Follow procedures, maintain documentation and standards and collate and submit asset information as required
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Present a positive and helpful attitude to business customers
• Provide stats for the weekly Service Desk report on call trends as required
• Publish, update and utilise support documentation and Standard Operating Procedures (SOPs) to assist staff with requests for information
• Arrange for Third Party support where problems cannot be resolved in house
• Liaise with and manage Third Party Suppliers in relation to resolving issues proactively to ensure Service Level Agreements (SLAs) are adhered to
• Be prepared to work out of hours if required (to be discussed & mutually agreed on a case by case basis where applicable)
• To work under the direction of the Service Desk Manager
• Always be "Service Oriented' and look to improve the level of service to the Business
• Any other duties required to meet the SLAs and Business Objectives
  

Other general tasks;

• Excellent communication skills (verbal & written) and telephone manner
• Excellent Customer service skills
• Excellent organisational skills
• Incident Management experience - Managing incidents including business expectations and communication
• Understanding of Change Management process
• Ability to manage own workload and able to deal with a diverse range of requests and user queries
• Ability to deal with differing levels of IT awareness, from within own team and user base
  

Qualifications And Experience

• Any IT or service management qualifications would be desirable
• Reasonable comprehension of server and networking technology and protocols
• Good all-round experience of desktop software products Microsoft Office and Exchange. Creating new user accounts, distribution groups, procurement of hardware, managing AD groups etc.
• Understanding of ITIL methodology - ITIL Foundation qualification desirable
• Experience in 3rd party contract liaison
• Must be able to demonstrate the ability to work well as part of a team
• Self-motivated with a desire to provide excellent customer service
  

To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Martyn Thorp , by exploring the VIQU IT Recruitment website.

If you know someone who would be ideal for this role, by way of showing our appreciation, VIQU is offering an introduction fee up to £1,000 once your referral has successfully started work with our client (terms apply).

To be the first to hear about other exciting opportunities, technology and recruitment news, please also follow us at 'VIQU IT Recruitment' on LinkedIn, and Twitter: @VIQU_UK

• Seniority level

  Entry level

• Employment type

  Full-time

• Job function

  Information Technology

• Industries

  Information Technology and ServicesComputer SoftwareStaffing and Recruiting