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Service Desk Analyst

Pertemps Network Group

Posted on Nov 4, 2022 by Pertemps Network Group

Shrivenham, Oxfordshire, United Kingdom
IT
Immediate Start
£25.5k - £25.5k Annual
Full-Time

Service Desk Analyst

If you are passionate about technology and innovation with a strong desire to understand how different technologies operate and want to test your abilities then we are keen to talk to you.

The role comes with full ITIL 4 training, £3K shift allowance, up to £1K annual bonus and fuel allowance.

A typical breakdown of your role would be:

  • Acting as an initial point of contact for external and internal customers providing support to users;
  • Ensuring that all communications to the Desk, phone calls, e-mails etc. are answered promptly and in a professional and courteous manner.
  • Responding to requests for support by identifying, registering and categorising incidents
  • Identifying and communicating ideas for improvements in quality and/or efficiency
  • Resolve issues at first call using standard operating procedures and knowledge base
  • Troubleshooting and resolving basic technical issues
  • Following agreed procedures, promptly allocating incidents as appropriate and in accordance with agreed SLA's and KPI's
  • Ensuring customers are provided with regular updates, and progression is made in line with Service Level Targets.
  • Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management Tool
What skills and experience do you need?
From an experience perspective we are looking for a minimum of 1 - 2 years' experience working in a customer support type environment.

Essential skills:
  • Excellent customer Service communication skills (both verbal & written)
  • Ability to obtain Government Security Clearance (SC) with no restrictions.
  • IT support skills
  • Microsoft Office suite
  • Windows 10 and Microsoft Server
  • Active Directory and User Account management
  • General knowledge of basic software installation and network hardware (Desirable)
  • General knowledge of desktop computing
  • Ability to troubleshoot technical support issues

Reference: 1781982749

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