Role Details
Job TitleService Desk Analyst
DivisionCustomer Services - Service Desk
Job LocationHarrogate
Reports ToService Desk Team Leader
Role
Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.
Working as part of a dedicated team and with a passion for providing and promoting outstanding customer service at all times, the Service Desk Analyst will be the first point of contact for all our customers requiring anything from general advice through to in-depth technical assistance from our product support specialists.
Key Responsibilities and Tasks
1. First point of contact for all inbound customer calls received into the main support number(s). Providing day-to-day support to the end-user base.
2. Managing customer queries and providing advice, ranging from general queries to providing first time fixes.
3. Information gathering, qualification and prioritisation of new support requests ensuring allocation to the correct support team.
4. Logging relevant information onto the internal ITSM tool - SMAX....