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Service Desk Analyst job in Fareham

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Job Ref:  204604300
Employer:  cv-library.co.uk
Job Type:  Contract
Country:  United Kingdom
City:  Fareham
Post Code:  PO14
Salary:  £0.00 - £14/hour
24/10/2016 10:45
Service Desk Analyst/ Hampshire/ Initial 6 month contract/ £14ltd per hour

My client is a household name organisation who is currently experiencing an ongoing period of growth and success. Due to an ever increasing workload, they are currently looking to recruit a Service Desk Analyst to join their dedicated team of IT professionals to be based out of their impressive operations in Hampshire. This is an initial 6 month contract and is paying a rate of £14Ltd per hour. Please find the role description below:

To perform as part of the team within the Technical Service Desk, providing 1st line IT support and excellent customer NA 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, and follow agreed process to further the calls progress and manage the customers expectation
To log and escalate calls with third parties where required, ensuring communication back to the customer

Key Responsibilities

Log all incidents and service requests raised to an agreed standard of detail
Follow agreed Service Desk Processes
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, when required, in addition to answering incoming calls, including such things as the creation of new starter accounts and permission changes
To proactively bring to the Senior Analysts or Team Leaders attention any new first line fix information, documenting when necessary, to create new knowledge articles for the team

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

Please register interest by submitting an up to date CV without delay.

John Sadler
JAM Recruitment

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