Description
Our Client is looking for 1st or 2nd Line Support Desk Analysts.
Successful applicants will provide high quality customer advice and support remotely via telephone and email, and less often in person, face to face. Combining strong technical knowledge with good business and advisory skills, Support Desk Analysts undertake a broad range of work in a variety of environments to deliver first-class customer service for the government client.
Key Responsibilities
* Provide excellent professional customer service, delivering technical ICT advice and support:
-Remotely via telephone & email, and through the ITSM ticketing system from the Parliamentary Digital Support Desk.
* Combine good business and technical knowledge to understand customers' issues and needs within the context of Parliamentary business and provides appropriate advice and support to customers on ICT matters.
* Clearly communicates updates, known errors and FAQs, using (and referring users to) relevant knowledge base articles. Explains technical information to users in non-technical terms.
* Provide coaching and advice via telephone or email to help users make more effective use of their ICT products and services, and to select suitable hardware or software to meet their needs.
* Provide an effective interface between the Digital Service, users, and service providers, acting professionally at all times and delivering excellent customer service with a commitment to exceed expectations.
* Develop and maintain good working relationships with internal/external customers and members of staff and manages customer and technical issues with a genuine sense of urgency.
* Provide primarily first line support and occasional second line support, takes ownership, and follows agreed procedures in receiving and correctly logging, assigning, and updating incidents and requests for service.
* Provides support for the introduction, change and removal of services (through projects and business-as-usual work).
* Apply good analytical and technical skills to systematically troubleshoot and resolve incidents relating to hardware and software, providing workrounds where timely fixes are not possible. Escalating incidents and requests to a higher level where necessary.
* Takes responsibility for own timekeeping, performance, and the achievement of set targets, working within defined SLAs and adhering to set lunch and break times.