Description
Venesky-Brown's client, a public sector organisation in Glasgow/Edinburgh, is currently looking to recruit 2 x IT Service Desk Analysts for initial 6 month contracts with the potential to extend on a rate of £125-£175/day (inside of IR35). Due to the current circumstances these roles will be remote based for the foreseeable future.Responsibilities:
- Listen to and interpret information provided by the customer in order to apply the relevant categorisation and prioritisation of the incident, service request or change.
- Using a supporting knowledge base to deliver instruction, advice and guidance and attempt to resolve enquiries at first contact and/or allocate to appropriate team according to process.
- Liaise closely with other IT Service colleagues; build and maintain good relationships and work on joint activities and initiatives.
- Recognise and escalate potentially serious issues to appropriate person(s), maintain call logs, provide information and communicate with relevant parties.
- Identify trends and potential problem areas to reduce reoccurring incidents and infrastructure events.
- Collate information on the customer perception of the quality of service delivered.
- Participate in the preparation and implementation of service continuity & service improvement activities.
- Monitor all incidents to ensure service level agreements are met.
- Look at ways of improving the Service Desk software and supporting the toolkit to provide improved service to our customers.
- Build strong relationships with customers.
- Possess a good understanding of all business systems and processes.
- Maintain regular contact with the customer and take ownership of incidents and requests.
- Communicate all major incidents effectively and efficiently to the business.
- Work closely with Customer Services to help meet external customer expectations.
- Build and maintain strong relationships with the other IT Service teams to encourage collaborative working and knowledge sharing.
- Collaborate with IT Service Desk Operations Manager to generate management and performance reports to an agreed schedule.
- Maintain accurate IT physical asset records.
- Provide direction, support and guidance to new members of the team
- Work together to achieve individual and team objectives
- Work within Service Desk defined roles and roles/shift rota
- Look at ways to improve team working and opportunities to develop new and existing skills and processes.
- Assist with the review and update of knowledgebase articles and documentation as appropriate including the creation of new knowledge articles and local work instructions within Service Now
Essential Skills:
- Excellent communication skills with the ability to listen, empathise and reassure customers.
- The ability to build lasting and trusted relationships with our Customers
- Ability to work using own initiative to solve problems
- Using available information and enhancing knowledge to promote Customer Success
- Ability to manage effectively changing priorities and deadlines managing your own workload, contributing to the continuous improvement data, services and products.
- Ability to work effectively as part of a small team with a strong customer and business focus
- Excellent organisation skills, self-motivated and ability to work unsupervised on own initiative.
- The ability to develop and maintain effective working relationships with a range of stakeholders
- Familiar with using and supporting Microsoft Office, e-mail, and business applications
If you would like to hear more about these opportunities please get in touch.