Service Desk

Posted on Jun 11, 2019 by CV-Library

Cambridgeshire, United Kingdom
Wholesale Trade
Immediate Start
£21k - £24k Annual
Full-Time
1st Line Helpdesk Service Desk

Provide a single gateway and first point of contact into IT for all business users and suppliers of IT systems, registering, classifying and resolving Incidents and Service Requests and undertake an immediate effort to restore a failed IT service as quickly as possible.

Candidates must have excellent English written and verbal skills along with fluent German verbal skills.

Key accountabilities and decision ownership

* Using technical knowledge and experience, provide first and second line technical support to all employees in order to resolve 80% of incidents raised through the Service Centre at first contact, e.g. installation, troubleshooting, diagnosis and remote resolution

* Effectively work with second and third line teams as well as third parties to troubleshoot and resolve calls, ensuring timely resolution of incidents and requests in line with agreed Service Level Agreements (SLA)

* Manage all Incidents and Service Requests (including information, advice and access Requests) from assignment to resolution, ensuring correct classifications are used and escalate major Incidents that have the ability to impact the operation of the business

* Ensure that all submitted Service Requests are processed prioritised, identifying what resources are required to fulfil them and communicating Service Requests that require other groups to be involved as required

* Feed into the Incident templates, Knowledge Articles and Service Request Catalogue to ensure they are maintained and accurate

* Work with the relevant teams to ensure assets are available to be requested, both in terms of stock as well as accessibility to order

* Ensure an exceptional level of customer service and satisfaction, escalating issues where necessary to ensure completion within SLA targets

* Must be flexible with the ability to work within a shift pattern to include evenings and weekends to provide cover as required and to provide out of hours technical support to all countries on a 24 x 7 basis

Skills, know-how and experience

Must have:

* Excellent team player with solid Service Desk experience

* Good understanding of ITIL methodologies and best practices, specifically around Service Request and Access Management

* Proven track record of demonstrating a service oriented attitude with the ability to balance competing priorities

* Strong analytical and problem solving skills with a thorough and structured approach

* Strong computer and desktop skills including Windows desktop troubleshooting and permission changes to mailboxes and active directory

* Flexible

* Experience of working in a Customer Services environment

* Excellent communication skills and fluent in written and spoken English

* Good stakeholder management and influencing skills with the capability to deliver difficult messages and decisions and experience of effectively working with 3rd party and virtual resources (including off-shore)

Preferred:

* Ability to speak French, German or Dutch languages

Technical / professional qualifications:

* English and Maths O level or equivalent

* ITIL Foundation certification

Reference: 210200367

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