Service Support Analyst - London, United Kingdom - eFinancialCareers

eFinancialCareers

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our client, a leading insurance firm, is looking for a Service Support Analyst to join their team in London.

Responsibilities of the Service Support Analyst (London):

Troubleshoot and resolve where possible all IT related incidents and requests within a 1st/2nd line capacity and be proactive when dealing with IT issues.
Incident Logging and Management of the queues
Troubleshooting and correction of hardware problems
Swapping Equipment (Wyse terminals, monitors)
Setup and Support of mobile devices e.g. iPhones, Laptops, Surface Pro
Maintain awareness of call volumes/queues to ensure that customer service level agreements are met.
Assist with the preparation and documentation of user guides and reference guides for Service Desk staff.
Ensure that escalation procedures are being followed and calls are managed according to priority.
Liaise directly with business users to understand or clarify the nature of the incident

equest and to confirm the successful resolution of them.

Liaise directly with internal 3rd line support teams to ensure the resolution of all incidents in line with the Incident Management Policy.
When required be available to provide support cover or assistance out of business hours (i.e. weekends and weekday evenings).
Available to cover shift patterns between the hours of 8am6pm.

Experience required of the Service Support Analyst (London):