Project description
One of the biggest UK rail network companies operating with rail infrastructure and asset management has a need to develop and support enterprise-level information systems. Provide 1st level Service Desk support to users of IT systems, acting as a single point of contact for the logging of incidents and requests, making sure that knowledge and first contact resolutions are applied in order to minimise service disruption.
Responsibilities
1. Provide first level service desk support for all IT related calls, striving to achieve a high level of fix at first point of contact.
2. Follow all agreed processes and procedures, responding to requests for assistance by providing information to enable callers to understand solutions to reported problems.
3. Action customer requests in accordance with Service Level Agreements (SLAs), when requested to by the management team.
4. Achieve high levels of accuracy in capturing call/incident details via the service management tool in accordance with team processes and procedures.
5. Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
6. Recognise and escalate call/incident trends to Senior Analyst / Team Leader to enable prompt investigation by Incident Management.
7. Proactively highlight gaps in processes, knowledge and tools to Senior Analyst / Team Leader.
8. Provide high levels of customer service in a consistent friendly, helpful and efficient service.
9. Maintain a high level of personal productivity to support individual/team performance objectives and the achievement of Service Operations SLAs.
10. Promote quality and consistency of service and take appropriate actions to deliver performance levels in relation to all agreed goals/targets.
SKILLS
Must have
1. Highly self-motivated, with the ability to concentrate on complex customer problems for significant periods of time.
2. Previous experience of working in a Service Desk environment.
3. Aptitude for logical problem solving.
4. Excellent written and verbal communication skills with a talent for attention to detail.
5. Strong customer focus with the ability to build rapport and engender customer confidence.
6. Clear speaking voice with the ability to give complex technical instructions in unambiguous, simple language.
7. Excellent listening and questioning skills so that a customer's problem is fully understood.
8. Strong sense of personal responsibility and achievement with awareness of how personal performance influences service level attainment.
9. Excellent team worker with the self-awareness and control to understand how own actions can influence team spirit.
10. Excellent keyboard and accuracy skills.
Nice to have
1. Experience in providing IT support in a corporate environment.
2. Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.).
3. ITIL Foundation.
4. Previous use/awareness of Active Directory.
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