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Service Desk Analyst
2 months ago
Service Desk Analyst
Worcester
Hybrid Role
An amazing opportunity has arisen for a Service Desk Analyst to join the team, based out of their regional office in Cheltenham. As the Service Desk Analyst, you will provide outstanding customer service by resolving incidents on first call utilising 1st and 2nd line support knowledge and capability. Any issues that cannot be resolved, will be escalated to the appropriate support team within the department to resolve.
Duties & responsibilities:
- Call handling and resolution
- Managing incoming calls to Service Desk
- Reassigning or escalating incidents and requests
- Updating and maintaining information on the call logging system
- Reviewing incidents and requests with staff and working together to continuously improve service delivery provision
- Providing first and second line support through the call-logging software
- Ensuing incidents and requests are resolved and implemented to agreed standards and timescales
- Monitor and measure IT service provision to staff using a variety of performance measurement tools
What are they looking for?
- Excellent customer service skills
- Excellent interpersonal skills both face to face and over the phone
- Ability to work under pressure
- Hold a full UK driving license
- Microsoft Windows 11
- Microsoft Office 365 Admin Centre
- Team player
