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Helpdesk Analyst (24/7) job in Milton Keynes

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Job Ref:  204806242
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Buckinghamshire
City:  Milton Keynes
Salary:  £18000 - £22000/annum
18/10/2016 02:21
As a 24/7 Service Desk Analyst your role will be to support the users for a specific client. As a member of our dedicated service desk you will act as the company's ambassadors as the front line of customer liaison and support.

Service Desk Analysts will require an aptitude for working with applications/systems to undertake analysis and management of calls through to successful completion. They will be required to provide basic support and troubleshooting for software, hardware and network related issues based on expanding processes, escalating to the required team, department or organisation as required.

Main Responsibilities

Answering calls in a friendly and professional manner from clients regarding IT and application issues and requests.
Logging detailed and accurate information from customers via telephone, e-mail and the web portal into the call management system.
Managing the ticket queue ensuring that every call has an initial response within our service level agreements with good call notes to reflect details gathered when the call was logged and also to reflect every action point and every contact point with the caller or other parties.
Taking responsibility and owning tickets from the beginning until the issue is resolved, ensuring that clients are being kept informed and that the ticket is progressed appropriately.
Provide first line technical support and escalate tickets as appropriate, chasing up escalations as necessary.
Managing service requests and communicating changes of information to relevant parties.
Providing scheduled cover for other members of the 24/7 team to cover holidays and other absence as required by the business.
Support the team as necessary when directed by the service desk manager.

Person Specification

Desire to provide outstanding customer service to our client and a strong customer focused work ethic.
Excellent communication skills, both written and verbal.
Friendly and confident telephone manner.
Experience in a telephone support or customer service role.
Self-motivated with the ability to work under own initiative and as part of a team.
Strong attention to detail, analytical and problem solving skills.
At least 12 months previous experience providing Desktop/Laptop/Server IT support with a strong understanding of Microsoft Windows and Microsoft Office products.

Happy to work a 4 on 4 off, 12 hour continental shift pattern
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