Service Desk Analyst Role - Peterborough, United Kingdom - Concept Resourcing

Concept Resourcing

Verified Company

Peterborough, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Job Title
1st Line Analyst - Service Desk OOH

Department
Service Desk

Responsible For

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident.

To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Responsible To
Service Operations Team Leader

Main Purpose of Job:

1st Line Support of Wintel / Retail and Hardware related incidents.
Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
Proactively keeping Customers informed on incident or request status and progress.
Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
Adhering to Incident management procedures.
Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
Resolve >60% of incidents logged as a First Time Fix
Keeping up to date with the current standard procedures.
Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
Provide a point of technical escalation and expertise.
Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager
Escalate potential problem issues with Problem and Incident Management.
Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.
Contributing to team meetings.

Knowledge & Experience:

Educated to GCSE level or equivalent in Maths and English.
Proven Customer service skills
Up to 6 months' experience as an analyst within a similar environment
Industry recognised qualifications in relevant area is desirable (i.e. MCP)
Up to 6 months remote support experience of
Windows Operating Systems (Essential)
Citrix (Desirable)
Cisco Telephony Systems (Desirable)
Hardware troubleshooting of both desktop and server hardware. (Desirable)
Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable.

Personal Attributes:

Positive, enthusiastic and supportive individual.
Effective communication skills.
Ability to take ownership of and progress incidents to resolution.
Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
Ability to work in a team and to support team members.
Structured troubleshooting skills and inquisitive nature.
Passionate, professional, with a 'cando' attitude at all times
Proactive thinking
Problem management and Problem solving