Service Desk Analyst - IT
Posted on Oct 13, 2021 by CV-Library
Location - Wakefield / Remote
Duration - 3 months
Are you looking to take the next step in your career? We are looking for a Service Desk Analyst to join our team in Wakefield, however the role can be fully remote. You will provide 1st line technical support to a user base of approximately 5,000 internal UK based colleagues along with a wide range of other challenging daily activities.
You're the person who provides analysis, diagnosis and resolution of your customers' IT issues. You'll also be the person to fulfil customer requests for new IT hardware, software and access.
Key Accountabilities and Requirements:
You act as a point of contact for phone calls, emails and self-service tickets from internal staff regarding IT issues, queries and requests.
You are key in resolving problems; from in-house software to hardware, such as mobile phones, laptops, PCs and printers.
The aim of our team is to work quickly and effectively together; as such we aim to achieve certain targets. [Average Speed of Answer and First Contact Resolution etc]
You will investigate network issues such as internet/intranet or network folder access.
Enable our team to work quickly and effectively together, achieving critical KPIs and SLAs
You will take pride and ownership in resolving user and site problems. You'll be dedicated, following up the progress of the issues on their behalf and communicate the progress along the journey.
Maintaining a high degree of integrity and exceptional customer service for all support queries, adhering to all service management principles and protocols.
A passion to create and publish targeted support materials to help maximise the positive delivery of new messages for our colleagues.
Experience of 3rd party vendor escalations where problems cannot be resolved in-house.
You will have a desire to continually improve, to train, coach and hone technical knowledge to aid increased fix rate within the group and improve the customer experience.
Do you have what we need?
Have you got an ITIL or an MCP certification? It is preferable but these are not critical for us. Good understanding of ITIL with relation to a Service Desk environment is a minimum.
Solid understanding and experience of Active Directory and Exchange administration.
Deep knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 2010
IT Service Desk and/or Call Centre experience required - specifically supporting users remotely
Incident Management experience - Managing incidents, including business expectations and communication is essential
Excellent communication skills and telephone manner
Mentoring new hires & apprentices.
Outstanding organisational and troubleshooting skills
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
MS Office proficiency
The role is shift-based and will rotate within the Service Desk hours of 7:30am - 6pm Monday to Friday.
We do require you to be eligible to work in the UK.
If you have not been contacted in 48 hours, please assume you haven't been selected on this occasion
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