Service Desk Analyst

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Main responsibilities:

Strategic

*Remain up to date with best practice as well as new developments and trends within the Service Management industry / communities.

*Engage with internal and external stakeholders to ensure the role of the team is well understood.

*Maintain the highest professional standards and deliver intelligently.

Operational

*Logging all relevant incident/service request details, allocating categorisation and prioritisation codes

*Providing first-line investigation and diagnosis

*Resolving incidents/service requests when first contacted whenever possible

*Escalating incidents/service requests that they cannot resolve within agreed timescales

*Keeping users informed of progress

*Closing all resolved incidents, requests and other calls

*Conducting customer/user satisfaction call-backs/surveys as agreed

*Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

*Updating the CMS under the direction and approval of service asset and configuration management if so agreed

Behavioural

*Able to empathise with the end user to achieve a satisfying outcome.

*As first point of contact they should have courtesy and excellent communication skills, both verbally and written.

*Has an awareness or understanding of user experience analysis and its principles. Can understand user issues and focus/report/resolve all the user(s) needs.

*A strong desire to help people with any issue that arises.

*A good ability to build professional but informal relationships with the customer(s).

*Owns an issue until a new owner has been found or the problem has been resolved and takes responsibility and accountability for quality outcomes.

*Ability to analyse any issue and report as much relevant information as possible in the call.

*Has the ability to quickly learn new technologies/software that are introduced to the organisation.

*Is able to positively manage challenging relationships with internal and external teams and suppliers.

Essential Skills:

SD analyst with experience of supporting a range of technologies. This role will include supporting at 1st line:

*Telephony/contact centre solutions

*Contact Management System

*Networking

*AWS hosting

*Online forms

*Line of business applications

*Apple Mac

*Windows 10 / Office 2016

*

Desirable Skills:

*Knowledge of JIRA, Assyst, Confluence, Active Directory, Power-shell and MS Exchange

*Familiarity with concepts relating to Continuous Improvement

*A good understanding of SCCM & Microsoft Active Directory Domain Services (AD DS) principles

*ITIL Foundation Certificate v3 / v4

*Networking fundamentals, including Transmission Control Protocol /Internet Protocol (TCP/IP), and Domain Name System (DNS).

If you would like to apply for this role, please contact Claire Dorrance or Felicity McKinnon on 01315249090 or email at [email protected] or [email protected].

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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