Service Desk Analyst
LA International Computer Consultants Ltd
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Support Desk Analyst
ASAP Start Date
3 Month initial contract with 3 Month rolling extensions
Rate - £178.55 per day
Remote with the Ad-Hoc days on site in Central London
Candidates must be eligible for Security Clearance
Support Desk Analysts provide a key role within the Live Services directorate.
They provide high quality customer advice and support remotely via telephone and email, and less often in person, face to face. Combining strong technical knowledge with good business and advisory skills, Support Desk Analysts undertake a broad range of work in a variety of environments to deliver first- class customer service
*Provides excellent professional customer service, delivering technical ICT advice and support:
-Remotely via telephone & email, and through the ITSM ticketing system
*Combines good business and technical knowledge to understand customers' issues and needs within the context of business and provides appropriate advice and support to customers on ICT matters.
*Clearly communicates updates, known errors and FAQs, using (and referring users to) relevant knowledge base articles. Explains technical information to users in non-technical terms.
*Provides coaching and advice via telephone or email to help users make more effective use of their ICT products and services, and to select suitable hardware or software to meet their needs.
*Provides an effective interface between the Digital Service, users, and service providers, acting professionally at all times and delivering excellent customer service with a commitment to exceed expectations.
*Develops and maintains good working relationships with internal/external customers and members of staff and manages customer and technical issues with a genuine sense of urgency.
*Provides primarily first line support and occasional second line support, takes ownership, and follows agreed procedures in receiving and correctly logging, assigning, and updating incidents and requests for service.
*Applies good analytical and technical skills to systematically troubleshoot and resolve incidents relating to hardware and software, providing workarounds where timely fixes are not possible. Escalating incidents and requests to a higher level where necessary.
*Provides support for the introduction, change and removal of services (through projects and business-as-usual work).
*Takes responsibility for own timekeeping, performance, and the achievement of set targets, working within defined SLAs and adhering to set lunch and break times.
The above list of key responsibilities is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and banding of the post.
The post holder will be expected to operate in line with our workplace values which are:
Care - Caring for ourselves, each other, and the people who use our services
Confidence - Believing in the value of what we do and showing pride in our work
Community - Working together as one team and building communities to share skills and expertise
Curiosity - Learning, listening, and challenging to be the best at what we do
Experience of providing 1st line support
Ability to engage proactively with a wide range of customers to deliver excellent advice, technical support and solutions via phone, email, and portal channels.
Able to deal with a wide range of customers
A good telephone manner with the ability to manage challenging customers in a fast-paced remote telephone support environment.
Attention to detail
Ability to log precise and meaningful tickets while working within defined SLA targets.
Team working and supporting colleagues
Ability to work successfully within a team, whilst upholding the values of equality, diversity and inclusion when supporting colleagues.
Technical knowledge of enterprise solutions
Good knowledge of mobile devices, software, operating systems (Microsoft Windows and Apple Mac OS), and office productivity tools, ie Microsoft Office 365.
Microsoft Windows Apple Mac OS Microsoft Office 365
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.