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Service Desk Analyst

CV-Library

Posted on May 5, 2021 by CV-Library

City of Glasgow, United Kingdom
IT
Immediate Start
£18k - £22k Annual
Full-Time

Kura has a opening for a Service Desk Analyst based in Glasgow

The role is to act as a single point at contact for KURA start, clients and vendors providing technical support, guidance and end to and ownership of ITIL . aligned Service Desk processes (Incident, Service, Change and Problem Management)

* To log all calls and requests (received via telephone, email or any other medium) on the call management system

* To ensure the relevant call queue is managed efficiently and effectively thereby minimising breaches of ore-agreed Service Level Agreements

* To provide technical support to internal customers resolving a high proportion of calls at first point of contact

* To demonstrate excellent customer service (soft) skills always

* To allocate those calls that cannot be fixed at first point of contact to the appropriate support functions within IT thereby facilitating efficient resolution

* Arrange for external support where problems cannot be resolved internally and the appropriate third-party agreements are in place

* Be the touch point for all queries regarding policies, procedures and processes governing IT and its relationship with the business.

What we need from you.

Essential

* Good problem solving and troubleshooting skills.

* Good communication skills, both oral and written.

* Friendly, approachable and helpful with good customer service skills.

* Previous Help/Service Desk experience

* Excellent telephone manner

* Understand the principles of call management and associated software

* Good working knowledge of core systems and applications e.g. Windows XP/ 7; internet Explorer; Office 2007/2010.

* Basic understanding of PC hardware set-up and configuration

* Excellent written skills

* The ability to work under pressure whilst maintaining quality

Preferred

* Understanding of Active Directory

* Familiarity with basic networking terminology and concepts.

* MCP Certification

* Intermediate level competence on Office products - Outlook, Word, Excel, PowerPoint

What’s in it for you.

* Salary up to £22K

* 30 days holiday

* Relaxed dress code

* Free Staff Wi-Fi

* Development opportunities

* Plus much more


Reference: 213680742

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