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    Service Desk Analyst – Overseas - London, United Kingdom - Transputec

    Transputec
    Transputec London, United Kingdom

    Found in: Talent UK C2 - 4 days ago

    Default job background
    Permanent, Full time
    Description

    Key Accountabilities

    • To provide technical support; answering support queries via phone, email & self service
    • Supporting users via remote assistance, providing a high level of resolution at first contact
    • To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
    • To take ownership of user Incidents and be proactive when dealing with user issues
    • To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
    • To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
    • Respond to requests from users and help them resolve hardware or software requirements
    • Support users in the use of IT equipment by providing necessary guidance and advice
    • To escalate more complex calls having captured all relevant information in the ticket
    • To work with 3rd party technical support where incidents or requests require
    • To highlight trends and major incidents to 1st line team leader immediately

    Measures

    • Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
    • Maintain an acceptable level of service to the customers and business
    • Meeting SLA's as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc)
    • Consistent and reliable service delivered against all types of incidents & service requests
    • To correctly categorise incidents and set applicable priorities by impact vs severity
    • Consistent approach to all service desk calls
    • Ability to escalate complex service issues
    • To maintain and deliver IT knowledge and process documentation where required

    Personal specification Skills

    • Excellent telephone & customer service manner
    • Good understanding of IT hardware set-up and configuration
    • Focused on quality
    • Good customer service skills
    • Self-motivated
    • Excellent interpersonal skills
    • Good organisational skills to ensure that company processes and procedures are put in place

    Education Advantageous

    • ITIL Foundation (v3) or similar
    • Industry IT standard certification (MCP or similar)

    Desirable

    • Minimum 1 year previous support experience within an IT support environment or similar role supporting customers
    • Experience with using and troubleshooting Microsoft Office with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint
    • Experience with using and troubleshooting Windows 10/x & MacOS X
    • An understanding of ITIL, ITIL's framework and how this applies to the IT Function
    • Experience in supporting Users in a Citrix Environment or remote desktop tools
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