IT Service Desk Analyst

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* Being the single point of contact between IT Enablement and the business liaising with customers, colleagues and 3rd parties by phone, email, teams and face to face interactions* Taking ownership to triage and manage incidents and request items throughout their lifecycle* Provide and maintain a high level of customer satisfaction* Safeguarding incident resolution and fulfilment Client DetailsFantastic Public Sector ClientDescriptionCustomer Support* Listen to and interpret information provided by the customer in order to apply the relevant categorisation and prioritisation of the incident, service request or change.* Using a supporting knowledge base to deliver instruction, advice and guidance and attempt to resolve enquiries at first contact and/or allocate to appropriate team according to process.* Liaise closely with other IT Service colleagues; build and maintain good relationships and work on joint activities and initiatives.* Recognise and escalate potentially serious issues to appropriate person(s), maintain call logs, provide information and communicate with relevant parties.* Identify trends and potential problem areas to reduce reoccurring incidents and infrastructure events.* Collate information on the customer perception of the quality of service delivered.* Participate in the preparation and implementation of service continuity & service improvement activities.* Monitor all incidents to ensure service level agreements are met.* Look at ways of improving the Service Desk software and supporting the toolkit to provide improved service to our customers. Relationship Management * Build strong relationships with customers.* Possess a good understanding of all business systems and processes.* Maintain regular contact with the customer and take ownership of incidents and requests. IT Service Desk Analyst - Role Profile* Communicate all major incidents effectively and efficiently to the business.* Work closely with Customer Services to help meet external customer expectations.* Build and maintain strong relationships with the other IT Service teams to encourage collaborative working and knowledge sharing. Customer Contact Management and Reporting * Collaborate with IT Service Desk Operations Manager to generate management and performance reports to an agreed schedule.* Maintain accurate IT physical asset records. Teamwork * Provide direction, support and guidance to new members of the team* Work together to achieve individual and team objectives* Work within Service Desk defined roles and roles/shift rota* Look at ways to improve team working and opportunities to develop new and existing skills and processes.* Assist with the review and update of knowledgebase articles and documentation as appropriate including the creation of new knowledge articles and local work instructions within Service Now Additional information* Our operational hours are Monday to Friday from 7:30am to 5:30pm.* The successful candidate will be required to work within a shift pattern and roles rota. Our shift patterns are 07:30 - 15:30, 08:30 - 16:30 and 09:30 - 17:30 Monday through Friday. There will be a requirement for the candidate to work flexibly on a job rota which includes onsite presence to support onsite activities,* Support for both Edinburgh and Glasgow offices is also provided on a weekly basis, this is done on a rota basis and is reviewed regularlyProfileLeading and communicating * Excellent communication skills with the ability to listen, empathise and reassure customers.* The ability to build lasting and trusted relationships with our Customers Analysis and making effective decisions * Ability to work using own initiative to solve problems* Using available information and enhancing knowledge to promote Customer Success Delivering a quality of service * Ability to manage effectively changing priorities and deadlines managing your own workload, contributing to the continuous improvement of RoS data, services and products. Demonstrating commitment and drive* Ability to work effectively as part of a small team with a strong customer and business focus* Excellent organisation skills, self-motivated and ability to work unsupervised on own initiative. Collaborating and partnering* The ability to develop and maintain effective working relationships with a range of stakeholders Technical skills * Familiar with using and supporting Microsoft Office, e-mail, and business applicationsJob OfferCompetitive salary, 6 months with likely extension