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Senior Service Desk Analyst job in Milton Keynes

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Job Ref:  204741789
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Buckinghamshire
City:  Milton Keynes
Post Code:  MK9
Salary:  £20000 - £25000/annum
06/10/2016 03:31
Job title: Senior Service Desk Analyst
Location: Milton Keynes/Bletchley
Opportunity type: Permanent
Salary: Between £20,000 and £25,000 depending on experience, plus quarterly performance bonus.

About Us

Due to business expansion a leading supplier of IT Support Services are relocating to the area. The company specialises in providing market leading support services to the Professional Services sector and is looking to recruit individuals across multiple levels.

Our client has an exciting opportunity for a Senior Service Desk Analyst based in Milton Keynes/Bletchley.

About The Role

The role will be to provide high quality, remote technical support to our customer base from around Europe. Initially you will be allocated to a single customer account but the opportunities exist; through knowledge and performance, for cross training onto other Services to further enhance your skillset and remuneration.

Key Responsibilities are but not limited to:

* Provide first point of contact for all customers in a professional, friendly and customer focused manner
* Receive, log, take ownership, escalate and monitor fault reports and service requests throughout their lifecycle using the service management tool provided and in accordance with agreed processes and procedures
* Ensure detailed troubleshooting is applied to every customer contact to minimise the amount of customer downtime.
* Ensure all telephone calls and tickets are handled in accordance with quality standards set out
* Ensure all modes of customer contact are monitored and responded to - Telephone calls, Self Service tickets and Emails
* Fully understand clients contractual and non-contractual SLAs
* Participate in client/team SME programme where required and applicable
* Mentor junior members of staff as required.

About You

The Senior Service Desk Analyst we are looking to recruit would ideally be:

* Looking for an employer to grow with and develop their career
* Not only technically experienced but also understand that the Customer experience is key to provide high quality Service

Essential Skills and Experience

Technical requirements/skills:

* A minimum of 2 years' experience working within a Professional Services Service Desk or for a Managed Service Provider
* Advanced Knowledge of the use of and support of MS Office suites, specifically (Apply online only)
* Advanced Knowledge of the use and support of Windows operating systems, specifically 7 and 8
* Working knowledge and experience supporting Citrix and Home working solutions (VPN/Network connect/Direct Access)

Non- technical requirements/skills:

* Excellent Customer services skills and attention to detail
* Excellent communication skills, both written and verbal
* Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment
* Excellent multi-tasking skills
* The ability to work well within a team
* Ability to liaise/co-ordinate with multi-levels of management


This is a great opportunity to be part of an expanding business and get immediate exposure to high-profile, corporate organisations.


If you feel you are the Senior Service Desk Analyst we are looking to recruit please apply online today
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