Service Desk Analyst / Helpdesk

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Service Desk Analyst / Helpdesk

Major Tasks and Activities

* To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards

* To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs

* To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call

* Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents

* To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA's

* To assist with mailbox processing when required, logging customer issues/requests and replying to any queries

* To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation

* To log and escalate calls with third parties where required, ensuring communication back to the customer

Qualification and Experience:

* Proven Service/Help Desk experience

* Customer Service Experience, both face to face and over the phone

* Proven experience in using a Service Management system to manage all incidents and requests.

* Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.

Technical and Specialist Knowledge:

* Ability to apply technical fixes, using agreed IT toolsets

* Ability to utilise active listening, analysing and understanding the needs of the customer

* ITIL awareness

* Ability to progress escalations

* An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure

APPLY NOW!

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.