Service Desk Analyst

08 Apr 2021
06 May 2021
Contract Type
Full Time
Seven Social Care is looking for Service Desk Analysts to fill an exclusive opportunity for Gloucestershire County Council paid at GBP11.27 per hour.

The role:

As a Service Desk Analyst you will be working with a team of professionals acting as the first point of contact for all our customers and users. You will raise tickets for reported incidents and requests looking to resolve as many as possible at first point of contact. You will accurately assign tickets to 2nd and 3rd Line Support Teams and keep customer updated, offering first class customer service.

You will support the channel shift and 'shift-left' agenda, seeking to use all available resources to improve the customer experience, sharing and providing first-hand customer feedback and insight to the wider service management team.

Key Responsibilities:

Acts as the routine contact point from all customers and users in relation to IT, receiving and handling requests for support.

Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution within agreed service targets.

Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate through clear escalation processes to 2nd or 3rd line teams.

Maintains records, informs users about the process and advises relevant persons of actions taken.

Assists with the development of quality standards, and applies these to track, monitor, report, resolve or escalate issues.

Contributes to creation of support documentation

Applicant Requirements:

Experience of ITSM tool sets

Rational & calm under pressure

Experience of working in a customer facing environment

Experience of call handling

Experience of working to SLA's

Hours: 37.5 hours p/w.

Working with Seven Social Care:

We have been helping social care professionals find exciting new roles for almost a decade, so we know exactly where to look when it comes to sourcing the best opportunities. We operate across the UK, and, with over 300 five-star reviews, multiple awards, and amazing relationships with the biggest employers in UK social care, we give you the best chance of landing your next role.

We have a reputation for recruiting at lightning speed, however, we can only respond to candidates who meet the exact requirements of the position. If you have any queries about a role or application, please visit our website where our amazing candidate support team will be more than happy to help

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