Service Desk Analyst - 1st line

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Service Desk Analyst - 1st line

Leicester

6 months

This is a customer service role, responsible for the handling of inbound technical calls for all IT hardware and software related issues.

The Helpdesk Analyst will be responsible for providing IS support services to all customers who raise a request using the phone, email or other means. They will provide first line resolution of IT issues, queries and requests in a timely and professional manner, escalating to the relevant application and system support team / management teams where appropriate.

**Requirement to work as part of a roster covering 7 days a week**

Key accountabilities and responsibilities include:

*To deliver own performance in-order to achieve / exceed agreed individual targets.

*To ensure Level 1 SLA targets are met by following Incident Management and Escalation processes.

*To actively own and drive personal development and career planning

*To drive improved first time customer fix within the Service Desk by the achievement of individual targets.

*Provide IS users with updates on the status of raised incidents and service requests.

*To increase the ability to resolve issues across the service desk team by proactively sharing technical knowledge, creating new documentation where appropriate.

*To actively reduce the number of incidents into the Service Desk by highlighting incident trends and potential problems.

*To support the transition of new services or service changes by adhering to new process changes or amendments.

*To support the achievement of customer satisfaction ratings and the reduction of call escalations, by regularly updating customers on call progress

*To share information on trends/new issues/increases, proactively contributing to continuous service improvement through identification of process improvements and problem prevention;

Technical Skills

*Practical workstation experience

*Windows

*Active Directory

*Telephony and mobile

*Hardware and Software deployment experience

*Experience of installing PC Hardware and printers

*MS Office Knowledge

*User account administration experience

*Ability to understand documentation and processes

*Email administration skills

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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