Service Desk Analyst

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Service Desk Analyst

Service Desk Analyst required by a leading support services organisation based in Portsmouth. You will be part of a large team of Analysts, providing 1st line IT support and excellent customer service.

Key Responsibilities

* Answering and logging calls received as issues or requests - ensure all are resolved within SLA

* First line fixing of faults

* Utilise problem analysis techniques to diagnose and rectify technical problems and queries

* Escalate to 2nd and 3rd line support where required

* Deliver first class customer service against Service Desk targets and SLA's

* Assist with mailbox processing

Knowledge, Skills and Qualifications

* Proven 1st line support/ service desk experience

* Excellent communication skills to ensure excellent customer service

* ITIL awareness (desirable)

* Must hold Security Clearance or be SC clearable

Salary and benefits

* £21,500 basic salary

* Overtime

* 25 days annual leave plus public holidays

* Contributory pension with life assurance

* Share ownership scheme

* Flexible benefits: Childcare vouchers, Health Care cash plan, bike scheme etc.

* Free Parking

* Free and regular shuttle bus connecting to local bus and train stations and the city centre

* Excellent location with shops, coffee shops, restaurants, hairdressers, beauty salon and nursery

Working hours

* You will work a 37.5 hour week Monday-Friday which will consist of early shifts (starting at 7am) or late shifts (finishing at 5:30pm)

* Overtime is paid for anyone working longer shifts in the day