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Service desk L1


Posted on Oct 8, 2021 by CV-Library

Bracknell, Berkshire, United Kingdom
Customer Service
Immediate Start
Annual Salary
Hours: This role is based on a rotational shift pattern, working between the hours of 06:00-22:00, including some weekends.

We have an exciting opportunity for an experienced Service Desk Analyst to join Client. This position will suit someone with great customer service skills with the ability to work well under pressure in a fast-paced environment. This includes providing technical support for Computers/Laptops, Point of Sale hardware, Operating Systems, Applications and Networks.

Job Description

Key Accountabilities:

• Provide first class, multi-channel support for all end user incidents and service requests, maintaining a high level of First Contact Resolution (FCR) for all Incidents and Service Requests.

• Collect and maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT Partners or 3rd Parties.

• Ensure effective triaging is completed in the first instance for all contacts received.

• Undertake prioritisation, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base.

• Understand and proactively operate the escalations procedures

• Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets

• Ensure compliance with quality management, risk management, security policies and procedures.

• Monitor the status and progress of incidents and service requests

• Proactively contribute to Continual Service Improvement through identification of process improvements and problem prevention

Reference: 214849846

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