Service Desk Analyst

Work from home
19 May 2021
16 Jun 2021
Contract Type
Full Time
Service Desk Support Analyst

A fantastic opportunity is available for an experienced Service Desk support worker to work on assignment at one of the UK's leading utility companies. We are looking for a highly motivated and experienced individual to work within the Service Desk team in order to provide an efficient level of IT support services to the field force engineers. The department is responsible for raising IT incidents and offering a 1st line support resolution where possible. The role has a key focus on resolving IT issues (a large proportion of which are IOS/Apple issues) during first point of contact.

Please note that this role will be split between working from the office and working from home.

Key Skills required;

Excellent customer service and telephone communication skills.
Experience in using active directory and making technical config changes on backend systems without disruption.
Experience of using Intune would be advantageous
Experience in use of call centre type telephony solutions.
Experience in using IT systems and relevant software to log incidents raised.
Intune administration experience
Problem solving skills.
Analytical skills to identify trends in issues reported and identify areas for improvements.
Experience of the concepts, objectives and life-cycle of Knowledge Management activities
Knowledge of ITIL governance and control processes and procedures
Flexible, adaptable and able to learn new concepts quickly
Excellent communication and collaboration skills
Strong analytical skills
Strong focus on detail, documentation development and quality assurance
Takes account of new information or changed circumstances and modifies understanding of a problem or situation accordingly.
Excellent interaction with people - Establishes relationships and maintains contacts with people from a variety of backgrounds.
Effective and sensitive communicator in different societies and cultures.

Key Tasks within the role;
The role will be responsible for a variety of tasks that may change from time to time. At times it will operate under direction and at other times expected to operate autonomously. Typical tasks will include:
Provide first contact to Field Force users to own the end to end resolution of user issues, managing through to resolution.
Utilising the Service Now tool to manage and record incident report to resolution.
Utilising Intune software for business updates
Ensure a seamless resolution of issues by engaging with collated resolver team to maximise first contact resolution
Utilise tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.
Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
Manage HELP DESK incident ticket closure within the defined OLA/SLA.
Analyse and monitor all open HELP DESK incidents and determine which incidents require HELP DESK escalation and follow up with respective incident owners.
Consistently meet HELP DESK KPIs.
Provide recommendations for new or existing knowledge articles to be developed which will assist in maximising first time fix rates.?
Utilising the Service Now tool to manage and record incident report to resolution.

Help desk operates Monday-Friday 07:00-19:00 (excluding bank holidays) so will work on a shift rota basis

Why Pertemps?

We've been helping people find the right jobs and helping employers find the right people since 1961.
The reason we've been so successful is simple: we make sure we know our business inside out. Permanent, temporary, or contract positions, private or public sector, we do our utmost to find the right people for the right jobs .Our commitment has allowed us to build an impressive client list, from major organisations to small businesses, that trust us to find them the very best people.
If you're looking for a job, we have the experience, advice and contacts you need. With over 100 branches throughout the UK, we're never far away.
Please note that it is a mandatory requirement to complete a basic Disclosure Scotland background screening check to be considered for any work assignment

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