Service Desk Analyst
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Service Desk Analyst
£21,500 - £22,500 + 20% uplift for shift work
Permanent
Portsmouth
Shifts are 7 till 7, 4 on, 4 off, days and nights.
I am recruiting a Service Desk Analyst to work within a FTSE 250 multinational organisation and market leader across a number of key engineering industries.
The successful Service Desk Analyst will have good communication skills to provide first line IT support in a fast paced environment across a range of UK based and international customers. You will have a good understanding of IT systems and how they work within a large company allowing you to diagnose and rectify technical problems or follow agreed process to manage the customer's expectation.
Main purpose of role:
* To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards.
* To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs.
* To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call.
* Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents.
* To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA's.
* To assist with mailbox processing when required, logging customer issues/requests and replying to any queries.
Ideal requirements:
* Proven Service/Help Desk experience.
* Customer Service experience.
* Ability to apply technical fixes, using agreed IT toolsets.
* Ability to prioritise and manage own workloads against set SLAs.
* Comfortable working across a multi-disciplined environment.
This is an exciting opportunity to develop your career within a large FTSE 250 organisation. If you are motivated and looking to progress please apply online or contact Gemma Rogan on 0117 9309 739 or email