Description
Junior Service Desk Analyst - Retail
An exciting opportunity exists for a Service Desk Analyst at a leading Retail organisation.
Location: Bracknell
Duration: 6 months rolling
Daily rate: Markets rates
Key Responsibilities:
- Collect and maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT Partners or 3rd Parties and to enable effective triaging or request fulfillment
- Undertake prioritisation, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base, including computer and point of sale hardware, operating systems, applications and networks.
- Understand and proactively operate the escalations procedures
- Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets
- Ensure compliance with quality management, risk management, security policies and procedures.
- Monitor the status and progress of incidents and service requests
- Proactively contribute to Continual Service Improvement through identification of process improvements and problem prevention.
- Work to a plan, scheduling and monitoring your own tasks (own time vs quality of output).
- Work with the wider team and your managers to develop your skills and technical ability.
- Understand how to independently resolve minor issues or requests, once direction has been given.
- Develop your professionalism and understand the appropriate sensitivity when dealing with a variety of different Partners and Stakeholders.
- Receive and handle requests for support following agreed procedures.
- Ensure that service incidents or requests from end users are complete, contacting users and requesting any missing information if required.
If this sounds like an opportunity you would like to learn more about, apply now for an immediate review!