Service Desk Analyst

An exciting opportunity for a Service Desk Analyst has arisen to work for UK's leading Engineering Support Services organisation as part of their Corporate Services division. The successful individual will be required to obtain SC clearance upon acceptance of the position.

As a Service Desk Analyst your primary objective will be to perform as part of the Technical Service Desk team, providing 1st Line IT support and excellent customer service.

Your day/to/day responsibilities will include, but not be limited to, the following:

*Answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards

*Utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs

*Utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call

*Escalate as appropriate to ensure a prompt restoration of service, arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents

*Respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation

*Assist the mailbox processing when required, logging customer issues/requests and replying to any queries.

The successful Service Desk Analyst will be a driven and proactive individual who will have fantastic customer service skills and a passion for IT. You will have proven Service/Help Desk experience and an ability to work within a high volume and fast paced environment. Your experience and skills will ideally include:

* Customer service experience, both face to face and over the phone

*Proven experience in using a Service Management system to manage all incidents and requests

*Experience in troubleshooting Microsoft applications, printer faults and operating requests

*Ability to apply technical fixes, using agreed IT toolsets

*An understanding of Active Directory, Exchange, Cisco IP phones, remote assistance and server infrastructure key behavioural competencies

*Customer focussed, committed to providing a professional 1st line service

*Ability to prioritise and manage own workloads against set SLAs

This role is in the business Corporate Services division. This is a relatively new business unit that continues to grow and develop at a significant pace. As a result they are recruiting for talented, enthusiastic and ambitious people to join their team. The platform is used by more than 17,000 employees in offices around the world, and strategic priorities for the team include meeting and exceeding SLAs, as well as providing an industry leading level of security.

The business offers a competitive salary and benefits package that includes 25 days holiday entitlement plus public holidays, defined contribution pension, share ownership plan, excellent career progression opportunities and the opportunity to work in an industry/leading Service Desk.

I am working this role immediately, if you are relevant and interested please don't delay, click apply and get your CV to me directly.