Service Desk Analyst

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Role: Service Desk Analyst

Location: Tempsford, Bedfordshire

Duration: 3 months

Rate: £17.00ph

My Client is looking for a Service Desk Analyst to be a single point of contact for all IT related issues and requests. This position will be based in Tempsford for an initial 3 month contract.

This role will also require shift work; working - 7-330pm, 8-430pm, 930-6pm.

Purpose of the role:

To ensure an efficient and professional service is provided to meet the customer demands within the agreed service levels and business priorities. To coordinate appropriate responses including: resolving issues and change requests at first point of contact (telephone/email/face-to-face), channelling requests when required for help to appropriate resolver groups for resolution, monitoring progress, and keeping users informed of progress.

Experience

* Demonstrate experience in providing excellent customer service

* Supporting and using Windows desktop operating systems

* Administration of Microsoft Active Directory

* Supporting and using Microsoft desktop applications such as Office and Outlook etc.

* Working as part of a support team in a customer focussed environment

* Experience of working to agreed timescales and targets

* Experience of prioritising customer requests and invoking escalation processes

* Experience of designing and documenting processes and procedures

Knowledge

* Knowledge of desktop hardware, components and peripherals

* Knowledge of Windows 7 operating systems

* Good knowledge of Microsoft desktop applications

* Knowledge and understanding of customer care within an IT environment

* Knowledge of IT Service Desk or other call logging systems

* IT Service Management awareness

Personal Qualities

* Strong customer focus when taking actions or making decisions

* Understands the importance of providing excellent customer service & strives for continued improvement

* Analytical approach to problem solving

* Attention to detail, ensuring nothing is overlooked

* Excellent verbal and written communication skills for effective dialogue with customers over the telephone.

* Strong team skills, whilst able to work independently with minimum supervision.

* Able to absorb new information rapidly and apply effectively

* Able to clearly articulate technical issues and activities to both technical, and non-technical staff

* Strong relationship management approach, with good interpersonal and negotiation skills

Skills

* Excellent telephone manner

* Strong verbal and written communication skills

* To be able to apply principles of active listening

* Able to use desktop software i.e. word, email, excel

* Must be an effective team-worker

* Able to work independently with minimum supervision

* Able to plan, schedule and monitor own workload

Qualifications & Training

* Experience in working within a Service Desk / Customer Service environment

* Customer Service training

* Desirable education to HNC level, or equivalent professional qualifications or experience

* Desirable relevant technical training certification e.g. A+, NVQ.

* Desirable ITIL Foundation

If you believe you are suitable for this role, please send in your CV