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Service Desk Analyst job in Southampton

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Job Ref:  204622240
Employer:  cv-library.co.uk
Job Type:  Contract
Country:  United Kingdom
County/State:  Hampshire
City:  Southampton
Post Code:  SO14
Salary:  £7.20/day increase after 12 weeks
05/10/2016 03:40
As a Service Desk Analyst you will be part of a busy customer service oriented team who diagnose and resolve first level technical incidents/requests via phone, email and visits. You will co-ordinate 2nd level and 3rd party IT support. The Service Desk succeeds because of a strong team ethic so you will need to demonstrate how we could benefit from your approach to team working. No two days are the same on the Service Desk and you will be responsible for managing many pieces of work simultaneously to meet SLA?s and ensure an efficient service is provided.

You will need to be comfortable with the unpredictable nature of the job and be able to keep a cool, clear head in order to manage your workload. Customers are our priority and it will be your job to understand their issue and establish the impact it's having on them and the wider business. Providing a high level of customer service should be second nature to you, so you will have a strong customer service background, be more than comfortable taking ownership and have conviction about the standards that are important to you. We don't accept the status quo if it's not working for our team so you need to be pro-active in identifying and implementing solutions to problems. Sometimes this will mean working with other teams in IT or the wider business so the ability to build good working relationships is essential.

The role will expose you to a wide array of technologies, teach you how to use technology, to troubleshoot and fix IT incidents and provide you with a good foundation in the principles and importance of IT support.

There will be a requirement to work between the hours of 08:00 and 17:00 Monday to Friday.

Experience Knowledge/experience of the following would prove an advantage-

? Outlook

? Windows

? Desktop Applications

? Active Directory

? Troubleshooting hardware issues

? iPhone support.

? Experience in an IT helpdesk role

We are passionate about the four core values that make up our organisation: we are adventurous, incisive, restless and true

Clear thinking

? Get to the heart of the issue.

? Test assumptions, investigate and produce solutions or ways forward.

? Work effectively in ambiguous situations.

? Resilient and recover quickly from setbacks by developing alternative approaches or solutions

Communicating and Engaging

? Remain composed and focused even when facing challenges.

? Collaborate with colleagues, talk to them and get to know them.

? Give honest, constructive feedback in a timely manner and receive it openly from others.

? Listen effectively and be open to others? ideas.

Getting results

? Strive for improvements, both in your own performance and for the benefit of the team and organisation. Suggest solutions to improve your work and communicate these even if it's beyond your normal remit.

? Conduct your work in an organised and well planned manner.

? Remain positive and focused on achieving results, even in difficult or challenging circumstances.

? Engage others with your enthusiasm and energy

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