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Service Desk Analyst – Overseas, Greater London
Client:
Location:
Greater London, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
56934ac79251
Job Views:
6
Posted:
03.03.2025
Expiry Date:
17.04.2025
Job Description:
Key Accountabilities
* Supporting users via remote assistance, providing a high level of resolution at first contact.
* Maintaining a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process).
* Taking ownership of user incidents and being proactive when dealing with user issues.
* Logging all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected.
* Capturing accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management).
* Responding to requests from users and helping them resolve hardware or software requirements.
* Supporting users in the use of IT equipment by providing necessary guidance and advice.
* Escalating more complex calls having captured all relevant information in the ticket.
* Working with 3rd party technical support where incidents or requests require.
* Highlighting trends and major incidents to 1st line team leader immediately.
Measures
* Meeting service level targets for creation, resolution and closure of service desk calls on a monthly basis.
* Maintaining an acceptable level of service to the customers and business.
* Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc).
* Delivering consistent and reliable service against all types of incidents & service requests.
* Correctly categorising incidents and setting applicable priorities by impact vs severity.
* Consistent approach to all service desk calls.
* Ability to escalate complex service issues.
* Maintaining and delivering IT knowledge and process documentation where required.
Personal Specification
Skills
* Excellent telephone & customer service manner.
* Good understanding of IT hardware set-up and configuration.
* Focused on quality.
* Self-motivated.
* Excellent interpersonal skills.
* Good organisational skills to ensure that company processes and procedures are put in place.
Education
Advantageous
* ITIL Foundation (v3) or similar.
* Industry IT standard certification (MCP or similar).
* Minimum 1 year previous support experience within an IT support environment or similar role supporting customers.
* Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint.
* Experience with using and troubleshooting Windows 10/x & MacOS X.
* An understanding of ITIL, ITIL’s framework and how this applies to the IT Function.
* Experience in supporting users in a Citrix Environment or remote desktop tools.
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