Senior Service Desk Analyst

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Senior Service Desk Analyst - Wakefield - £22,000

Spring Technology is seeking a Service Desk Analyst to join one of our Global Insurance clients in Wakefield. You will provide 1st line technical support to a user base of approximately 5,000 internal UK based colleagues along with a wide range of other challenging daily activities.

The Role:

You're the person who provides analysis, diagnosis and resolution of your customers' IT issues. You'll also be the person to fulfil customer requests for new IT hardware, software and access.

Responsibilities:

*You act as a point of contact for phone calls, emails and self-service tickets from internal staff regarding IT issues, queries and requests.

*You are key in resolving problems; from in-house software to hardware, such as mobile phones, laptops, PCs and printers.

*The aim of our team is to work quickly and effectively together; as such we aim to achieve certain targets. [Average Speed of Answer and First Contact Resolution etc]

*You will investigate network issues such as internet/intranet or network folder access.

*Enable our team to work quickly and effectively together; achieving critical KPIs and SLAs

*You will take pride and ownership in resolving user and site problems. You'll be dedicated, following up the progress of the issues on their behalf and communicate the progress along the journey.

*Maintaining a high degree of integrity and exceptional customer service for all support queries, adhering to all service management principles and protocols.

*A passion to create and publish targeted support materials to help maximise the positive delivery of new messages for our colleagues.

*Experience of 3rd party vendor escalations where problems cannot be resolved in-house.

*You will have a desire to continually improve, to train, coach and hone technical knowledge to aid increased fix rate within the group and improve the customer experience.

Experience

*Good understanding of ITIL with relation to a Service Desk environment is a minimum.

*Solid understanding and experience of Active Directory and Exchange administration.

*Deep knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 2010

*IT Service Desk and/or Call Centre experience required - specifically supporting users remotely

*Incident Management experience - Managing incidents, including business expectations and communication is essential

*Excellent communication skills and telephone manner

*Mentoring new-hires & apprentices.

*Outstanding organisational and troubleshooting skills

*You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

*MS Office proficiency

*The role is shift-based and will rotate within the Service Desk hours of 8am - 6pm Monday to Friday.

*We do require you to be eligible to work in the UK.

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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