1st Line IT Service Desk Analyst

13.85 - 13.86 GBP Hourly
14 Sep 2021
17 Sep 2021
Contract Type
Full Time
Technical Analyst

Nottingham - 3 Month Contract - Perm

Monday - Friday - NO OOH or WEEKENDS

Job Description

The main purpose of this role is to deliver excellent support services for customers through ticket ownership and adherence to Service Level Agreements.

As a member of the Technical Analyst team, be first point of contact for all Technical related Incidents and Requests, ensuring that you log customers' incidents and requests or other 'calls' (whether by telephone, email or other source) and then try to resolve those calls to the end users' satisfaction in accordance our service level agreements.

The role is key in the Service Desk and is required to work closely with Customers and Suppliers, Field Services Teams and Service Operations Team, working towards delivering support services exceeding customers' expectations.

Key accountabilities: -

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Take ownership of user problems, pro-active when dealing with user issues

Support users in the use of computer equipment by providing necessary training and advice

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, e.g. 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

?? Manage people's expectations and in particular update people on progress or slippages

?? 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


?? At least 12 months Technical Support experience

?? Experience of customer focussed role

?? Ideally ITIL Foundation V3 or experience of ITIL process

?? Ideally experience of working in an ITSM structure

Technical Analysts

?? Asks questions to clarify and verify information

?? Demonstrates critical thinking

?? Demonstrates passion for resolution

?? Demonstrates compliance with time restrictions set by service level agreements

?? Achieves speed and quantity of resolutions

?? Uses fact-finding and diagnostic tools

?? Performs well under pressure

Characteristics and Behaviours

Provides clear, understandable updates to people

?? Treats people with courtesy and sensitivity

?? Builds positive rapport

?? Makes extra effort to satisfy customer needs

?? Makes a positive first impression

?? Communicates in a courteous manner

?? Establishes effective relationships

?? Exhibits tact and consideration

?? Displays positive outlook and pleasant manner

?? Contributes to building team spirit

?? Gives and welcomes feedback

Establishes effective relationships with team

?? Exhibits tact and consideration

?? Displays positive outlook and pleasant manner

?? Contributes to building team spirit

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