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Service Desk Analyst ( Shift) job in Southampton

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Job Ref:  204553154
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Hampshire
City:  Southampton
Post Code:  SO14
Salary:  £20000 - £22500/annum Benefits
10/10/2016 09:02
Service Desk Analyst (Shift) - Permanent - up to £22,500 - Southampton,

24/7 Shift work - 4 on 4 off shift pattern

**Please Note: Candidates wishing to be considered for this position will be required to satisfy full UK Security Clearance**

Our client, an international FTSE 100 Critical Services company, is seeking to appoint additional 1st Line Support Analysts to join their busy Service Desk based in Southampton. As the 1st Line Support Analyst you will assist the Service Desk with the day to day incoming calls, incident logging and escalation of technical issues to the 2nd & 3rd line teams.

Key tasks and Responsibilities:

* 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
* To respond to customer chases or escalations on calls professionally
* To log and escalate calls with third parties where required, ensuring communication back to the customer
* Log all incidents and service requests raised to an agreed standard of detail
* First line fixing of faults to an agreed percentage
* Perform customer facing role, focused on delivering against established Service Desk performance targets
* To action service requests,

Qualification and Experience:
* Proven Service/Help Desk experience
* Customer Service Experience, both face to face and over the phone
* Proven experience in using a Service Management system to manage all incidents and requests.
* Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.
Technical & Specialist Knowledge
* Ability to apply technical fixes, using agreed IT toolsets
* Ability to utilise active listening, analysing and understanding the needs of the customer
* ITIL awareness
* Ability to progress escalations
* An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure
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