Service Desk Anaylst

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Service Desk Analyst x 3

Portsmouth - PO6 3EN

12 Month Contract

£11.50 per hour

My client are looking for 3 Service Desk Analysts to join their team in Portsmouth on an immediate start.

Top 5 skills candidates will need:

* Communication skills, active listening

* Service desk level IT skills

* Previous service desk experience

* Ability to work under pressure.

To provide 1st point of contact / 1st line support for end users of the clients shared HR, Finance and Procurement platform (SAP) with a focus on performance against SLA.

SSC Analysts will provide direct support to end user over the phone and by email and triage calls to each functional support team using a ticketing system (BMC Remedy).

Major Tasks and Activities:

* Act as the first point of contact for HR, Finance and Procurement queries presented to the Shared Service Centre

* Provide a first point of contact function that provides a consistent telephone response time, operates within agreed service levels and provides an excellent level of customer service

* Accurately record details of the cases being reported within the ticketing system

* Use available knowledge repositories to provide first point of contact support and advice

* Use the ticketing system to triage calls to HR, Finance and Procurement specialists

* Ensure that all cases are being handled are completed within agreed timescales and updates are provided to customers when requested or required

* Additional accountabilities:

* Enforce and abide by the clients International's security procedures, practices and culture

* Any other duties as deemed necessary to achieve department goals.

* Key Outputs/Deliverables

* Inbound calls and emails responded to within agreed targets

* Excellent customer service provided to the end customer

* Log and maintain accurate case records

* Person Specification

* Qualification and Experience:

* Experience of working in a contact centre or Service Desk environment

* Experience working within environments governed by service levels

* Experience handling complaints or resolving conflict with customers

* Awareness of the Data Protection Act and the responsibilities related to handling sensitive data an advantage