IT Service Desk Analyst - Bristol, United Kingdom - Lorien

Lorien
Lorien
Verified Company
Bristol, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

IT Service Desk Analyst

Inside IR35

Hybrid working - 2 days per week in Bristol office

Shift work (7am - 5pm Mon - Fri, 37 hours per week)

Responsibilities

  • To record incidents or requests
  • Initiate work
  • Investigate and resolve as appropriate, or refer to the relevant specialist team
- provide a high standard of customer care at all times.

  • To carry out routine work procedures, some of which may be technical in nature, including change requests, report generation and systems administration and/or configuration.

Key Skills

  • To work closely with specialist teams providing all levels of support whilst maintaining a customer focused approach, communicating effectively, building positive relationships with colleagues and customers.
  • Log and resolves all incoming Incident and Service Requests quickly and effectively or assign the enquiry to the relevant specialist team.
  • Monitor the status of calls and take appropriate action, including escalation where necessary and monitors and logs the actual service provided, compared to that required by service level agreements.
  • Maintains an up to date knowledge of processes and procedures and to achieve performance targets adhering to processes and procedures.
  • To work very closely with other Service Management team members supporting and assisting colleagues as appropriate.
  • Undertakes other duties when necessary to maintain and deliver an effective and responsive customer service to internal and external customers.
  • Communicates effectively with both technical and nontechnical staff.
  • Responds to common requests for support by providing information to enable problem resolution and promptly allocates unresolved calls as appropriate.
  • Assists users in defining their access rights and privileges and operates agreed logical access controls and security systems.
  • Maintains agreed security records and documentation.
**Please apply
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