Description
My client has an exciting and unique vacancy for a part-time service desk analyst to work 15 hours per week.The hours and days required to work are flexible, the choices would be either working every Tuesday and Thursday or working each morning Monday to Friday. The total hours required to work each week would be 15 hours. There may be overtime available depending on the service levels.
The service desk analyst will need to be able to hit the ground running and have experience in working on a busy service desk.
Key Responsibilities:
Maintain a good knowledge of the client's application and technical infrastructure
Ensure all activities are carried out in line with the agreed processes and procedures used in the IT department.
Work with and provide day to day coordination of third party support providers as necessary
Propose potential areas for service improvement
Participate in the operation and development of Event Management, Incident Management, Request Fulfilment and Access Management processes
Use and extend a knowledge base of questions, answers and guides that are relevant and useful to the Service Desk team
Ensure there is successful handover of new services / systems from other IT teams.
Provide reporting as required
1st line call logging of all Incidents and requests.
Ensure service desk tickets are kept up to date to reflect their current status.
Undertake 1st line and, where possible,2nd line resolution of incidents and requests.
Ensure all high priority incidents and requests are escalated correctly both functionally and hierarchically.
Work to ensure that internal IT SLAs are met
Work to continuously improve customer satisfaction.
Take ownership and manage incidents and requests registered with the Service Desk.
Help document processes and procedures to assist new members of the Service Desk team.
Deliver exceptional customer service and communication to all IT Users.
Key Technical Skills
Windows 7
Exchange 2010
Active Directory
Please remember this is a part-time vacancy, interviews to take place week commencing the 7th January with a start date as soon as possible.Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk