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Service Desk Analyst

Posted on Aug 22, 2019 by Amey PLC

Liverpool, Lancashire, United Kingdom
9 Sep 2019
£20k - £20k Annual

Serice Desk Analyst - £20,000 + Benefits (Liverpool)

We're looking for experienced Service Desk Analysts who can deliver great customer service.

This is an opportunity to be part of a large national public services and infrastructure company based in Liverpool, working as part of our Service Desk team, providing 1st line support for approximately 20,000 business users.

Service Desk

  • Provide advice and support to our customers, partners and suppliers, acting as the primary point of contact
  • Ensure detailed and accurate information is captured in our ITSM solution
  • Undertake initial troubleshooting and fault diagnosis
  • Deliver strong first time fix rates (85%)
  • Categorise and prioritise incidents and requests inline with our published SLAs
  • Assist in the handling and management of Major Incidents and outages
  • Contribute to the continuous improvement of our services and offerings
  • Promote a strong working relationship between the Service Desk, our technical resolver groups, partners and suppliers

Context & Environment

Operating from our Liverpool office, the Service Desk are the public face of IT. Providing telephone, email and chat support to over 20,000 internal customers. The successful candidates will be joining a team that strive for excellence in everything they do, a team who resolve more than 85% of all customer incidents without the need to engage our 3rd line support teams. The role holders will be expected to handle business requests and incidents professionally and courteously. Taking ownership of issues and ensuring work is completed in a timely fashion, working to published SLAs.

Personal skills

  • Good numeracy and literacy skills
  • Excellent communication and interpersonal skills (good listener)
  • Strong problem solving skills, logical thinker
  • Adaptable and flexible
  • Friendly and professional
  • Patient, calm and methodical
  • Ability to work with minimal general supervision as part of a team
  • Able to use initiative and be self-sufficient in taking ownership of a given issue or problem
  • Able to work well under pressure
  • Organisation and planning abilities, able to prioritise as required

Technical skills

  • A strong working knowledge of Desktop Operating Systems (Windows 7 and Windows 10)
  • A good working knowledge of Active Directory (including account administration)
  • Experience with ITSM systems eg ServiceNow, Remedy, vFire,
  • A good working knowledge of Broadband technologies (DSL/Cable)
  • A good understanding of Networking concepts (TCP/IP, LAN/WAN, DHCP, DNS)
  • Experience of support Citrix (XenApps)
  • Email and email filtering systems, ie Outlook, Exchange, O365

Reference: 747969817

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