1st Line Service Desk Analyst

An exciting contract opportunity for a 1st Line Service Desk Analyst based in Reading has arisen on a permanent basis.

The hours required are Monday to Friday from 9am to 5:30pm

Working as a Service Desk Analyst you will receive, scope and accurately log customer requests. Following that, you will process each resulting ticket by conducting fault analysis and diagnosis, vetting and providing technical support. You will achieve this by following agreed processes. Ultimately, you will provide first-line ticket resolution or escalation.

A SNAPSHOT OF WHAT YOU WILL BE DOING:

Firstly, you will identify and apply the correct priority, SLA and category as well as capture a full detailed description of the issue. To achieve this you will utilise and update available Knowledge Bases, resulting in the maximisation of the speed of resolution and therefore the improvement of customer satisfaction.

Secondly, where first-line cannot resolve a ticket, you will escalate in line with operating procedures. As a result, you will ensure that it is assigned to either 1st Line Support or, the correct resolution group. To achieve this, you will record clear, concise and detailed information on the ticket by effectively owning and managing all tickets assigned to you to ensure resolution is achieved within SLA. As such, you will pro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, so to meet agreed contractual service levels.

Additionally, you will ensure the client is kept fully updated throughout the life cycle of each ticket. To support this, you will manage customer expectations so to reduce escalations.

Furthermore, you will ensure that all activities are added to call management toolsets, as well as any customer databases. This may include any chases or follow ups from telephone calls and emails.

Vitally, you will ensure compliance to defined operating procedures, as well as maintain high standards of customer service to facilitate an excellent customer experience.

Lastly, you will aim to meet all Global Service Desk standards and agreed response times. This will include all defined telephony and email service levels.

IDEALLY, WE ARE LOOKING FOR THE BELOW KEY SKILLS, EXPERIENCE AND ATTRIBUTES:

Minimum of 2 years' experience as a Service Desk Analyst.
Expert knowledge of call management systems, preferably ServiceNow.
Good understanding of IT networks & IT fundamentals.
CompTIA A+ and/or MCP accreditation, or equivalent job experience.
Excellent proficiency in MS Office Products.
Self-motivated with a willingness to learn.
Ability to adapt to change.
Detailed and methodical mindset.
Logical problem solver.
Excellent interpersonal skill with the ability to communicate with customers at all levels.
Superb verbal and written communication skills.

If you have the experience but you have questions about this role, contact GTS.

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Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.