Description
Service Desk Support Analyst (2nd line, Documentation, Insurance)My Client are a leading Insurance company who are seeking a well established Service Desk Analyst to join their team in Chelmsford.
To provide a second level remote support function to 4000 users across Europe, addressing issues escalated by the first line Global Service Desk based in the Philippines. The key focus area of this role is to provide an excellent customer experience and ensure the best possible IT service is delivered. Engagement with other key service management functions (eg. Change, Problem etc) is required to ensure the team have all the information they need to make informed decisions.
The role will also include reformatting documentation, so previous experience of this is essential.
Essential Skills for the successful Service Desk Support Analyst:
*Previous experience of working within a multi-vendor environment on complex infrastructure with the ability to manage and co-ordinate required activities from different teams to ensure a quick resolution.
*Solid experience of working within a Service Desk or technology support team, having dealt with complex issues such as Windows profile issues, Exchange server issues, OS configuration issues etc and resolving them using remote control technologies, ensuring a high first time fix rate.
*Experience of Service Management functions and disciplines with ITIL V3 foundation accreditation being essential.
*Problem solving and analytical skills with the ability to think holistically to provide unique solutions.
*Identifying opportunities for continual service improvement and contributing to plans in this area
*Excellent customer service skills and ethos, achieving a high customer satisfaction rating.
*Demonstrable experience negotiating difficult situations to a successful conclusion.
*Able to manage and resolve conflict.
*The ability to work as a team and also within a virtual team to provide excellent outcomes
*Excellent understanding of Windows Vista/Windows 7 operating systems and Active Directory.
*Excellent understanding and support knowledge of Microsoft Office products.
*Knowledge of Citrix technologies and networks.
*Understanding of hardware in order to diagnose issues
*Knowledge of Exchange / Outlook to help with configuration issues
*Excellent communication skills - both written and oral
Service Desk Support Analyst (2nd line, Documentation, Insurance)
Due to the high volume of CV responses for this role, we may not be able to contact all applicants. If you have not heard back from us in 5 working days, we would encourage you to contact the consultant directly.
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