Service Desk Analyst (Banking)

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Service Desk Analyst

£230-£240 per day (Inside IR35)

Central London

6 months

As an approved recruitment partner of several years to this international banking group we have been asked to assist in the hire of a Service Desk Analyst to be based in Central London on a 6 month initial contract duration. Prior experience of working in the banking sector is essential for this role.

We view this bank as one of the better places to work in the city. The culture here is very respectful and a contrast to some city institutions

Working within the Service Management support structure the Service Desk Analyst is responsible for supporting the Service Desk Manager in the delivery of the Service Desk functions of the Incident Management and Request Fulfilment processes. Acting as the first contact point for any customer communications and first-time fix, their primary responsibility is to ensure that a clear customer focus is maintained during normal business operations. Responsible for ensuring that they support the Service Desk Manager's aim to deliver enterprise class support services A key function of the role is the day-to-day delivery of the services within SLA's and OLA's.

Functional / Technical Competencies:

*Relative experience of customer focused support roles in relevant areas, with a service administration and delivery background.

*Able to demonstrate a basic process understanding of Incident and Request process

*ITIL foundation certification preferred.

*Practical customer focused communication skills particularly verbal and written with the ability to elicit information from users via the phone.

*Able to drive simple Incident and Request resolution using the appropriate escalation channels when required.

*Able to contribute in basic white board type design and review sessions.

*Able to evaluate and understand newly developing situations within the team's scope.

*A team player, approachable and flexible possessing an ability to work independently.

Work Experience:

*Reasonable level experience in a customer focused role dealing with requests and incidents encompassing all areas of responsibility stated above. Relevant ITIL / Customer Service certifications would be considered advantageous.

Personal Requirements

*Excellent communication skills

*Results driven, with a strong sense of accountability

*A proactive, motivated approach

*The ability to operate with urgency and prioritise work accordingly

*Strong decision making skills, the ability to demonstrate sound judgement

*A structured and logical approach to work

*Strong problem solving skills

*A creative and innovative approach to work

*Excellent interpersonal skills

*The ability to manage large workloads and tight deadlines

*Excellent attention to detail and accuracy

*A calm approach, with the ability to perform well in a pressurised environment

Candidates may have held the following job titles: Service Desk Support, 2nd line support, Service Desk analyst, Support Analyst, Service Desk engineer, service desk analyst.

A full job description available on application, together with a comprehensive fact sheet on this banking group. We are Deerfoot IT. Specialists in IT recruitment since 1997. We deliver a gentle, supportive service founded on technology understand and empathy. We are an approved corporate charitable fund-raiser to The Born Free Foundation and donate £1 for every candidate application we pass to a hiring client.