Service Desk Analyst
- Recruiter
- Confidential
- Location
- Leamington Spa
- Salary
- 18000.00 - 25000.00 GBP Annual
- Posted
- 05 May 2021
- Closes
- 02 Jun 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Part Time
Duties and Responsibilities.
* To maintain a high degree of customer service for all support queries and adhere to all service management.
* Handle customer's incidents and request in a professional and courteous manner, over the phone, emails, or Service desk portal.
* To take ownership of user problems, be proactive when dealing with user issues with a methodical approach.
* Ensure all faults are progressed and resolved or escalated within the company's SLA, internally or externally
* Maintain a knowledge base of any software or hardware problems detected
* Support users in the use of hardware equipment by providing necessary advice
* To allocate more complex service issues to the relevant IT Support member (escalate)
* To arrange for external 3rd party technical support where problems cannot be resolved
* Create and update documents accordingly to companies policies.
* Report into a support team leader
* A logical approach to problem-solving
* Dedicated account management
* To maintain a high degree of customer service for all support queries and adhere to all service management.
* Handle customer's incidents and request in a professional and courteous manner, over the phone, emails, or Service desk portal.
* To take ownership of user problems, be proactive when dealing with user issues with a methodical approach.
* Ensure all faults are progressed and resolved or escalated within the company's SLA, internally or externally
* Maintain a knowledge base of any software or hardware problems detected
* Support users in the use of hardware equipment by providing necessary advice
* To allocate more complex service issues to the relevant IT Support member (escalate)
* To arrange for external 3rd party technical support where problems cannot be resolved
* Create and update documents accordingly to companies policies.
* Report into a support team leader
* A logical approach to problem-solving
* Dedicated account management