Service Desk Analyst

This job has now expired please search on the home page to find live IT Jobs.

Service Desk Analyst - 12 months - Chester

My client in the banking sector is looking for a Service Desk Analyst to join a new Global Service Desk. You will be responsible and accountable for carrying out day to day tasks of the IT Service Desk function- taking calls, working with internal bank employees, resolving their issues and answering IT queries.

The Service Desk currently receives high call volume. In addition, you will be actively taking part in driving industry best practice within the team and working globally with your counterparts to continue to develop a world class service desk.

Candidates must have experience in delivering a high level of customer service, preferably, within an ITIL aligned environment.

As the EMEA Service Desk Analyst your role and responsibilities will be:

- Provide a consistent and customer focused approach when dealing with all telephone calls

Troubleshoot and provide first contact resolution where possible

- Log tickets with accurate and clear information including priority

- Direct call routing to support teams and escalation where required

- Use and maintain existing processes and procedures towards achieving SLA

- Ensure training and development plans are maintained for your own personal development

Experience Required:

- Mobility - BES, Intune

- Hardware Support - Windows 10, Apple Mac, Bitlocker

- Software - MS Office suite, Office 365, SharePoint, Skype

- Network - Citrix, VPN, Cisco AnyConnect, Teleworker Products

- Dependable Customer Service background

- Work well as a team and build relationships to the global partners

- Excellent organizational skills, with the ability to prioritise workload

- Ability to multitask and maintain focus on all areas of responsibility concurrently

- Background Experience with an IT support role supporting a large user base

- Good understanding and knowledge of clients, technology and processes supported within the Service Desk environment

- ITIL Certifications/Understanding/Awareness

Spring Technology 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.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser: www.spring.com/candidate-privacy-information-statement