Service Centre Analyst

To receive, log and manage calls from service staff via telephone and email using the Service Centre Call Logging System.

To troubleshoot basic network connectivity issues.

To escalate unresolved issues to the third line support staff.

To take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

To provide basic user account administration covering the creation and modification of user accounts, password resets and creation of groups.

To pursue continuous improvement and incorporate best practice.

To support and assist in the development of Disaster Recovery plans ensuring these are consistent with the Corporate Business Continuity Plan.