Service Desk Analyst
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Service Desk Analyst - Tempsford - initial 3 months
Service Desk Analyst required to join a Construction company based in Tempsford on an initial 3 month contract.
The Purpose of the Role:
* To provide a single point of contact for all IT related issues and requests
Key Accountabilities:
* Accountable for a high standard of customer service in-line with performance targets defined for the IT Service Desk.
* Shift work will be required working - 7am - 3:30pm, 8am - 4:30pm, 9:30am - 6pm
* To receive and accurately log IT Service issues and requests from users, ensuring all are responded in a timely manner within agreed procedures and service level targets.
* To act as single point of contact for IT Service issues and requests, liaising with resolving support teams and third party suppliers.
* To follow agreed procedures and processes to respond to issues and requests for assistance, by using appropriate tools and IT technical knowledge to help resolve the user's problem, in accordance with agreed targets and performance.
* Using agreed escalation procedures, progress unresolved calls and as appropriate escalate with resolving teams, where target services times have been breached.
* To keep users informed of progress on incidents and change requests logged, and maintain the call log of actions taken.
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
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
If this position is of interest to you, please apply at the first instance.
