IT Support and Service Desk Operator

3 weeks ago

Milton Keynes Buckinghamshire, United Kingdom Experis Full time

Service Desk Analyst
The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by our clients IT Services Strategy to all in the UK, with associated high levels of service and satisfaction.
The Service Desk Analyst's responsibilities include incident and service request logging, providing technical first time fix solutions and escalating service request and incidents to second level Support areas where necessary.
Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction.
Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers.
Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the Service Operations Manager.
Administration and resolution of complaints, escalating where required.
Create and maintain knowledge base and local working instructions.
Manage escalations for all service users, providing full business impact analysis.
Manage out of hours escalations with AMS, Managerial and HQ support teams.
Responsible for activities that require Service Desk approval for Service transition for new products and services accepted in to service.
Time and priority management skills to enable efficient customer service delivery.
Ability to competently support incident resolution both independently and as part of a team.
Ability to learn and support new applications and systems.
The ability to influence others (both internally and externally) is essential in order to support users in completing actions.
Education, training and experience:
Experience in an IT Service Desk role, with Personal Computer and technical support skills.
Proven experience of Microsoft Office.
ITIL foundation qualified.
Service Desk / Customer Care certification.
Previous experience in Financial Services, Automotive Finance or retail consumer finance (B2C).

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