Description
Service Desk Analyst
Bath
£150pd - £200pd PAYE
6 months
Job Purpose
Provide first line support for incidents & Service Requests
- Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.
- Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation
Accountabilities and duties
- To log and progress incidents and service requests raised via phone, e-mail or self service portal
- Manage incidents and requests through their life cycle, from creation to closure, ensuring users are kept up to date at all times
- Ensure that all incidents and service requests are dealt with within agreed SLA targets
- Provide first line resolution for incidents and service requests wherever possible
- Provide assistance and support to all Service Desk team members where required
Knowledge, Skills, qualifications and experience
Functional/Technical Knowledge
- Customer service skills: Ability to interact with customers in a friendly manner
- Experience of a Service Desk environment
- Advanced desktop PC skills
- Experience of working with a call logging and management tool
- A working knowledge of MS Office applications beneficial
- Excellent communication skills, both written and verbal
- Working knowledge of Active Directory and Exchange
Personal Capabilities:
- Positive approach to challenge
- Teamwork orientated individual
- Rational and organised approach to work
- Self-motivated, able to plan and prioritise workload in order to achieve deadlines
- Excellent interpersonal skills, with the ability to influence others
- High attention to detail
- Reliable, organised, flexible and able to challenge
- Uses own initiative to deliver the highest calibre of service
- Ability to interact with customers in a friendly manner