Description
Service Desk AnalystBirmingham based
Inside IR35
All candidates must hold active DV Clearance due to the timing of the project we are unable to put someone through clearance
Support the systems that help the company perform its vital work
Dealing with threats. Protecting the public. Ensuring national security. As a Service Desk Analyst, you'll provide 1st line support for the systems that the organisation depends on 24/7 every day. Join us and work in an area where you know you are making a difference.
This is a chance to join our dedicated team who provide national support to the entire network of services. We're looking for enthusiastic, driven and skilled professionals to assist with customer issues pertaining to those systems. As the first point of contact, you'll deal with customers via email, phone and video chat. You'll then log the issue and track it through to resolution according to ITIL best practise.
For this key role in our business you'll need to possess a sound knowledge of Microsoft Office applications, operating systems and mobile technologies. Whilst a basic understanding of Cisco VoIP and video conferencing would also be advantageous. However, while core technical skills are important in this role, they're only half the story. You'll also need an analytical mind-set, good written and verbal skills and a natural drive to help people. If you're able to explain issues easily, compose well written emails and provide impeccable standards of customer service on a 24/7 basis, we can offer you a key role that comes with many benefits.
Key Tasks/Main Duties
- Provide primary interface with customers via telephone, email, face-to-face and video conferencing
- Logging of all Incidents, Service Requests, Problems, Changes and Knowledge in ITSM tool to ensure that issues are appropriately identified and tracked through to resolution
- Analyse issues using 1st line knowledge, processes and procedures
- Priorities issues based on ITIL best practice (Impact/Urgency) and determine if a 1st Line fix is achievable before escalating to 2nd Line Support or Third Parties
- Provide a high level of customer service at all times
- Take ownership and responsibility of daily checks/tasks, ensuring that they are accounted for and completed to a high standard
- Provide Service Announcements that are factual and timely as appropriate
- Must be able to work 12 hour shifts, covering a rota. Day shifts are 0700 to 1900 hours, Night shifts are 1900 hours to 0700 hours.
Knowledge, Skills and Experience
- Responding to telephone requests
- Logging tickets and routing them to the correct resolution team
- Trying to resolve issues for customers at the first point of contact
- Providing helpful, accurate assistance to service users
- Working in a supportive, positive manner within an established team
- Maintaining a high standard of accuracy in recorded and written work
- Worked in a Customer Service Role (technically diverse environment beneficial)
- Excellent Telephone Manner
- Excellent standard of written English
- Punctual and Reliable
- Worked to defined SLAs
- Operational knowledge and experience of working with call management systems
- Worked with a service management framework (ITIL beneficial)
- Intermediate working knowledge of Microsoft Office Applications
- Intermediate working knowledge of Microsoft Operations Systems
- Intermediate working knowledge of Microsoft Active Directory
- Basic working knowledge of Cisco VoIP and Video Conferencing systems
- ITIL Foundation Certification desirable