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Service Desk Analyst

Key information
Posted: 20/05/2019
Reference: 764652
Job Type: Permanent
Location: Portsmouth, Hampshire, England (map)
Salary: £20000 - £21500
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Job description

Service Desk Analyst/ 1st Line Support

Job Purpose

To perform as part of the 24 x 7 x 365 shift team within the Technical Service Desk, providing 1st line IT support and excellent customer service across a range of UK based and International customers.

Major tasks and activities 

  • To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards.
  • To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs.
  • To utilize problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call.
  • Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents.
  • To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA’s.

Person specification 

  • Proven Service/Help Desk experience.
  • Customer Service Experience, both face to face and over the phone.
  • Proven experience in using a Service Management system to manage all incidents and requests.
  • Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.

Knowledge 

  • Ability to apply technical fixes, using agreed IT toolsets
  • Ability to utilise active listening, analysing and understanding the needs of the customer
  • ITIL awareness
  • Ability to progress escalations
  • An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure
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