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Service Desk Analyst/ Support (ITIL)
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| Location: | Manchester greater manchester | manchester |
|---|---|
| Tags: | service desk analyst | analyst | itil | compliance | sla | workflow | progress | education | legal | service-desk-analyst greater manchester | service-desk-analyst manchester |
| Type: | Contract |
I am looking for a service desk analyst to work for a major bluechip organisation based in the north west.
Project Overview:
To provide a single point of contact for my clients staff, receiving calls and providing incident/ service request management support, recording and tracking incidents, keeping MY CLIENTS staff informed on incident and request status, making initial assessments of incidents, attempting to resolve them in the first instance or referring them to second line support teams for resolution.
Key Responsibilities:
Receiving calls, first line MY CLIENTS staff liaison for IS.
Recording and tracking incidents on Service Centre Management tool.
Responding to enquiries, including escalated queries, from within the organisation providing information and guidance, ensuring the query is dealt with in a timely manner and escalating further if necessary.
Keeping MY CLIENTS staff informed on request and incident status and progress Making initial assessment of incident impact, Incident Severity and attempting to resolve them in the first instance.
Identifying the Second Level Support Teams that support the incident and forwarding the Incident record to the appropriate support team when a first line fix is not practical.
Monitoring and escalating incidents priority relative to the appropriate SLA's Raising Catalogue Plus records from calls received from the Business units Highlighting customer training and education needs Contributing to Problem identification Conducting Internal Customer satisfaction surveys Confirming & Closing Incidents and Request records, when completed with the Internal customers.
Maintaining a knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.
Desirable Skills/ Experience:
Experience of working in a support function in a range of relatively complex support/ administrative activities; likely to have relevant experience Numerate with well-developed IT skills (including spreadsheets as relevant) Good understanding of relevant procedures Knowledge of how local business processes interface to other relevant MY CLIENTS processes and information systems Able to undertake routine mathematical calculations/ activities Good understanding of key customer needs Good understanding of the services relevant to the area of work Understanding of purpose and objectives of own work area and how it fits into MY CLIENTS Good understanding of relevant regulations, including data integrity/ protection requirements Communicates clearly, concisely and accurately, verbally and in writing Monitors and prioritises workflow to achieve deadlines Proven skills in dealing with difficult customer service situations Excellent telephone skills
Project Overview:
To provide a single point of contact for my clients staff, receiving calls and providing incident/ service request management support, recording and tracking incidents, keeping MY CLIENTS staff informed on incident and request status, making initial assessments of incidents, attempting to resolve them in the first instance or referring them to second line support teams for resolution.
Key Responsibilities:
Receiving calls, first line MY CLIENTS staff liaison for IS.
Recording and tracking incidents on Service Centre Management tool.
Responding to enquiries, including escalated queries, from within the organisation providing information and guidance, ensuring the query is dealt with in a timely manner and escalating further if necessary.
Keeping MY CLIENTS staff informed on request and incident status and progress Making initial assessment of incident impact, Incident Severity and attempting to resolve them in the first instance.
Identifying the Second Level Support Teams that support the incident and forwarding the Incident record to the appropriate support team when a first line fix is not practical.
Monitoring and escalating incidents priority relative to the appropriate SLA's Raising Catalogue Plus records from calls received from the Business units Highlighting customer training and education needs Contributing to Problem identification Conducting Internal Customer satisfaction surveys Confirming & Closing Incidents and Request records, when completed with the Internal customers.
Maintaining a knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.
Desirable Skills/ Experience:
Experience of working in a support function in a range of relatively complex support/ administrative activities; likely to have relevant experience Numerate with well-developed IT skills (including spreadsheets as relevant) Good understanding of relevant procedures Knowledge of how local business processes interface to other relevant MY CLIENTS processes and information systems Able to undertake routine mathematical calculations/ activities Good understanding of key customer needs Good understanding of the services relevant to the area of work Understanding of purpose and objectives of own work area and how it fits into MY CLIENTS Good understanding of relevant regulations, including data integrity/ protection requirements Communicates clearly, concisely and accurately, verbally and in writing Monitors and prioritises workflow to achieve deadlines Proven skills in dealing with difficult customer service situations Excellent telephone skills
http://www.technojobs.co.uk/job.phtml/154149
