Service Desk Analyst - Managed Services

Recruiter
Reed Technology
Location
Nottingham
Salary
18000.00 - 20000.00 GBP Annual
Posted
21 Nov 2020
Closes
23 Nov 2020
Sectors
Accountancy
Contract Type
Permanent
Hours
Full Time

1st Line Service Desk Analyst - Managed Services

1st Line, Service Desk, Customer Service, IT Support, Technical Support, ITIL, Managed Services, Public Sector, Goverment, Education

GBP18,000 - GBP20,000 per annum
Company Benefits
Nottingham Based
Immediate starts available

1st Line Service Desk Analysts are required by our IT MSP client based in Nottingham. The main purpose of this role is to deliver excellent support services for customers through ticket ownership and adherence to Service Level Agreements, across a wide and varied customer base.

As a member of the L1 technical Team, you'll be first point of contact for all Technical related Incidents and Service requests, ensuring that you are able log customer queries whether by telephone, email or other sources, in a clear and effective manner. Demonstrate your technical ability by troubleshooting customer issues and aiming to resolve those issues to the end users' satisfaction, in accordance with predefined service level agreements.

Key accountabilities: -
Incidents, requests and other call types

* Answer/respond to "calls" according to process and policy (including time limits), resolving directly wherever possible in a professional manner
. Escalate issues to other teams according to service management processes
. Achieve targets as directed by Support Services Management, eg average number of calls per working day or % of availability issues logged
. Facilitate the sharing of know-how, including through the coaching of others and through documenting resolutions
. Identify underlying issues to incidents arising and log as 'problems'
. Identify security incidents and log and escalate as appropriate
. Identify availability/capacity issues and major incidents and log and escalate as appropriate
. Provide support outside normal working hours, if required
. Update call records as further updates are known

Competencies and experience

Experience

* At least 6 months Technical Support experience
. Experience of customer focussed role
. Ideally ITIL Foundation V3 or experience of Ideally experience of working in an ITSM structure

Technical Analysts

* troubleshooting and diagnostic skills.
. Customer centric and empathetic.
. Demonstrates passion for resolution
. Adhere to Various SLA's across a wide and varied customer base.
. Uses fact-finding and diagnostic tools.
. Perform well under pressure.

In the first instance please submit your CV.

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