1st Line Service Desk Analyst

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My client who is based in Chesterfield is looking for a Service Desk Analyst.

Currently this role will be remote due to the current situation.

Key purpose of the role:

The 1st Line Service Desk Engineer role has the responsibility for acting as first point of contact for Enterprise Managed Service customers, specifically the London Borough of Bromley in this instance. This role has the responsibility for vetting all incoming workflow in to BT Enterprise Managed Services and answering telephone ingress as necessary and logging alerts/events and emails whilst maintaining a consistently high level of customer service. You will also be responsible for ensuring that all ingress is logged, diagnosed, vetted and escalated as appropriate (technical and customer escalation). As a 1st Line Service Desk Agent you are responsible for identifying the correct resolver group within BT EMS and also externally with our 3rd party vendors on the account.

What you'll be doing:

You will be handling incoming telephone and email faults and service requests, ensuring that all incidents and requests are logged and vetted, diagnosed and/or processed so that they are dealt with in accordance with contractual SLAs.

You'll be expected to complete the below:

*Ensure that reported faults and Service Requests are responded to in line with SLAs.

*Effective management of 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs.

*Provide an effective, professional response and solution(s) to reported Incidents/Requests

*Maintain relationships with contractual service providers and internal IT resolver groups.

*Restore normal service to the user as quickly as possible.

*Offer general guidance and advice to users.

*Achieve maximum personal KPI's and Call Quality objectives.

*Assist the team in achieving set targets such as first contact fix and mean time to resolve

*Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.

*Be an advocate of world class customer service.

*Contribute to knowledge documentation activity

*Ensuring all chargeable incidents and requests are highlighted and confirmation that charges have been made prior to closure of a ticket is obtained from the Contract Team

*Accurately implement and work in line with Company Policies and Procedures

*Maintain professional standards of quality of work, personal presentation and personal conduct

*Utilising communications equipment and remain as accessible as possible throughout the working day

*Carry out additional responsibilities as requested by the Operational Co-ordinator/Service Desk Manager/Operations Manager

*Ensure that all Company matters are kept confidential at all times

*Take good care of all Company supplied tools and equipment

*Proactive 3rd party management and quick response to associated escalations

The skills & experience you'll need:

*Good interpersonal skills, polite telephone manner, effective communicator at all levels

*Understanding of the workings of a Service Desk and ITIL aligned processes

*Effective listening skills and excellent attention to detail

*Active Directory account administration.

*Exchange account administration.

*Windows Server folder administration.

*General Microsoft Windows application support and installation. SCCM deployment.

*Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.

*Experience of remote diagnosis and fixes via RDP, Bomgar or other remote control system.

*Ability to work to deadlines and work as part of a team

*Able to prioritise own workload and often be self-reliant

*Able to use own initiative and self-motivated

*Good organisational skills

*Work well under pressure, good time manager, good team worker, ability to multi-task.

*Remain professional, tenacious and persevering in all situations

*Knowledge and appreciation for customer environment and challenges would be advantageous

In the first 12 months you'll:

*Identify, develop and maintain relationships with interfacing business functions and other departments within BT as well as the customer and third party vendors.

*Ensure that call flow is as efficient as possible and that all account based service delivery targets are achieved.

*Manage SLA's throughout the London Borough of Bromley backlog regardless of owners.

*Work towards achieving maximum personal key performance indicators (KPIs) and call quality objectives.

*Provide an effective, professional response and solution(s) to reported problems and aid in the successful delivery of all Support Centre objectives where possible.

*Work towards maintaining sufficient data quality of any materials submitted from the service desk provider and ensuring all documentation is up to date.

*Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.