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Service Desk Analyst

Key information
Posted: 22/05/2019
Reference: 764684
Job Type: Permanent
Location: Portsmouth , England (map)
Salary: £21500 - £21500
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Job description

Service Desk Analyst   

A new opportunity has become available to provide 1st line support multinational company.       

Main 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 utilise 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
  • To assist with mailbox processing when required, logging customer issues/requests and replying to any queries
  • To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
  • To log and escalate calls with third parties where required, ensuring communication back to the customer.

Essential criteria

  • Excellent communication Skills
  • Proven 1st line support experience and customer service experience
  • ITIL awareness is desirable
  • Proven experience in using a Service Management system to manage all incidents and requests.
  • Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.


  • Location: Lakeside
  • Salary: £21, 500 + Overtime
  • 37.5hours

Please apply as soon as possible or call Olivia on 0117 917 4560            

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Olivia Jarrett

Recruitment Consultant

I am a resourcer focusing on Local Authority roles within the South West.
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