Service Desk Analyst

DEPARTMENT: IT
RESPONSIBLE TO: Technical Services Manager


MAIN PURPOSE OF JOB

To provide first and second line service desk support to customers, assisting them with hardware and software problems via phone and e-mail.

Provide a high level of support to the business by:

• Answering, routing and tracking incoming IT service desk calls through to efficient resolution
• Work with the service desk analysts to support the IT function


MAIN DUTIES AND RESPONSIBILITIES

• To provide 1st and 2nd line technical support; answering support queries via phone or e-mail
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To take ownership of user problems and be proactive when dealing with user issues.
• Accurately record all details of calls on the service desk system
• In conjunction with the service desk team and Technical Services Manager, maintain a log of any software or hardware problems detected.
• Support users in the use of computer equipment by providing necessary training and advice.
• To allocate more complex calls to the relevant senior technical resource.
• To arrange for external technical support where problems cannot be resolved in house.
• Track and co-ordinate with internal and external resources to arrange the resolution of outstanding issues on the IT service desk system within their agreed SLA.
• To be included in the out of hours support rota, providing support to offices outside head office hours remotely.




Skills / Attributes Required


• Previous service/helpdesk (telephone support) experience is necessary.
• Excellent telephone manner
• Experience of using service/helpdesk systems
• Strong knowledge of Microsoft based operating systems with emphasis on Windows XP and 2003
• An understanding of PC hardware set-up and configuration
• Experience in break-fix resolution for remote locations.
• Experience in an ITIL environment is advantageous
• Excellent verbal communication skills


Measures

• Calls and Service level targets are achieved
• Calls are accurately logged and kept up to date with the relevant information
• All parties are kept up to date of any call developments as required
• Communication is undertaken in a professional and efficient manner

PLEASE ONLY APPLY IF YOU HAVE THE ABOVE EXPERIENCE.

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CONTACT
Sharon Lockie  Telephone: 01932 570066

Career Outlook LTD
40 Guildford Street
Chertsey
Surrey
KT16 9BE