Service Desk Analyst

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The purpose of this role is to work within the service desk team, assisting the team to fulfil their objective of delivering exceptional customer service and timely resolutions to customer's incidents. As a service desk analyst you will the first point of contact for a customer when they wish to log support requests/tickets with this company and you will be accountable for gathering information to be able to log support request/tickets on to their incident management tool (HaloPSA).

Key Tasks

- Logging support requests/tickets into HaloPSA, these can be logged via a range of different networks such as telephone or email etc.

- Management of support requests/tickets that are logged on HaloPSA, keeping a track of the progress of each request/ticket logged.

- Proactively Monitor support applications (TechPulse & MPS Monitor).

- Ordering of Spare Parts either directly from HP for warranty claims or via the Purchasing Department.

- Provide real time updates to customers on their open support request/tickets, this could be either an end user or another service desk team.

- Liaise with 3rd parties (HP, Xerox, Zebra etc), this could be logging support request/tickets with a 3rd party or to gain updates on support requests/tickets from a 3rd party.

- Actively participate in monthly Team performance reviews.

- Identify processes and areas for continual service improvements.

Desired skills and abilities

- Excellent oral and written communication skills

- Strong interpersonal and organisational skills

- Good level of time keeping/administration and the ability to work against tight deadlines

- A 'can do' attitude

- Commitment to exceed customer expectations

- Basic knowledge of Microsoft Office based tools (Outlook, Excel etc)

Values and Behaviours

- Commitment to the Group Mission, Vision and Values

- To maintain a professional and approachable attitude always