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Service Desk Analyst

CV-Library

Posted on Oct 26, 2021 by CV-Library

Birstall, West Yorkshire, United Kingdom
IT
Immediate Start
Annual Salary
Full-Time
To ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of incidents, Service Requests and Service updates

· To meet and exceed KPI’s measures

· To ensure all customers are provided with a best in class service experience

· To log and categorise incidents or requests on the call logging system with an appropriate level of detail

· Take full ownership of Incidents and Service Requests through to resolution, ensuring that Incidents and Service requests which cannot be resolved at the Service Desk are escalated to the correct resolver teams and proactively managed and to confirm resolution, satisfaction and acceptance.

· To liase and manage with any 3rd Party Suppliers which maybe involved in the resolution of an incident

· To provide customers with regular updates in line with SLA’s

· To ensure that a suitable level of first time fix is achieved as per agreed KPI’s

· Housekeeping tasks, monitoring, checking and dispensing fixes for known issues

· Contribute effectively to the establishment and maintenance of the departmental knowledge base

· Any other duties commensurate with the role

Reference: 214998422

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