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IT Service Desk Analyst

Premium Job From Michael Page
Recruiter: Michael Page
Listed on: 21st September
Location: Edinburgh
Type: Contract

* 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 Details

Fantastic Public Sector Client


Customer 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.


* 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 regularly


Leading 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 applications

Job Offer

Competitive salary, 6 months with likely extension

Contact Name: Craig Drummond
Reference: TJ/9082/JN -092021-3597953_1632231272
Job ID: 2980929

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