Service Desk Analyst - BAYER

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SERVICE DESK ANALYST - READING - £250/£350- 3 Months Initial

SERVICE DESK ANALYST - READING - £250/£350- 3 Months Initial

The work location is in READING and is an initial 3 months contract.

Pay rate is between £250 - £350 per day.

The role is working for a multinational pharmaceutical and life sciences company and one of the largest pharmaceutical companies in the world.

Job Purpose

To provide first point of contact for all UK/I technology (IT and mobile) related queries - providing high quality customer experience and issue resolution that enables the client's workforce and business to continue operating effectively.

The role provides support via a range of contact channels; applying an excellent broad-brush, base level of technical competence to resolve issues with speed and accuracy, ensuring a positive user experience.

Service Desk Analysts operate as part of a shift rota-based team, who cover the core business hours from Monday to Friday.

Key accountabilities:

1. Manage and ensure resolution of the wide variety of IT/technology related telephone calls, emails, walk-ups and other enquiries coming into the IT Service Desk.Provide first-line, customer focused, support and resolution of assigned queries within the agreed service levels.Provide hardware support for laptops, mobile devices and peripherals, and software support for a wide variety of applications.Collaborate across the UK/I IT team to ensure query resolution.Ensure issues are tracked and updates are provided to the customer on a regular basis to keep the customer updated.

2. Take personal ownership to ensure that support queries are validated, entered, prioritised and escalated into the IT Service Management system.

3. Undertake PC hardware, mobile and software installations where required to agreed standards.

4. Monitor and respond to systems-based triggers and global alerts; proactively evaluating user impacts and initiating communications and/or issue resolution as appropriate.

5. Interact with users in an enabling and educating way - increasing their technology know-how, confidence and understanding of future options for self-reliance/self-service ("teach people to fish").

6. Participate in continuous improvement, advising the Service Operations Manager if there are areas where the service could be improved.

7. Be a proactive Service Desk team-player, supporting colleagues and contributing ideas for how the whole team can continuously improve the service provided, e.g. sharing knowledge/insights, noticing repeat issues, suggesting processes improvements.

QualificationsTypically educated to GCSE (or equivalent) level with a minimum of Grade C in English. A qualification in IT/computing/systems is highly desirable.ITIL foundation qualification is desirable.Any Microsoft certified professional qualifications are very desirable.Good knowledge of Windows Operating Systems and Microsoft Office and a good understanding of hardware. Good IT skills are required to use the IT Service Desk & supporting systems.

Experiences2-3 years previous work experience, either in an IT or customer service environment is essential.Experience of dealing with a wide-range of customers (technical and non-technical and varying senior levels) on the telephone and/or in person is also essential.Experienced working in a team environment with a high amount of collaborationGood experience with IT Service Management systemsStrong previous experience of successfully building customer relationships, confidence and trust.Demonstrates a strong track record of achieving goals successfully and pushes self to achieve positive results.

Personal attributes and skillsHighly motivated and gains job satisfaction from providing high levels of customer serviceExcellent, customer-focused communication skills, with the ability to engage effectively across a wide-ranging user baseCan explain technical scenarios in non-technical terms when needed, applying judgement on how to best support each user caseAble to demonstrate attention to detailGood team player and comfortable working in an environment where differences and valued and supportedA good problem solver and thinks logically to solve a problemCapable of multitasking in a high pace environment.