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Apprentice Service Desk Analyst
1 month ago
Date Posted:
2024-03-05
Country:
United Kingdom
Location:
GBR02: Glenrothes, Scotland, Queensway Industrial Estate, Glenrothes, KY7 5PY
Position Role Type:
Unspecified
Apprentice Service Desk Analyst
- Act as first point of contact between colleagues experiencing technical issues and Digital technology.
- Effectively manage calls/Tickets to a conclusion, with a goal of delivering a 'first-time fix'
- Ensure customer SLAs are met, or exceeded, by accurately logging incidents, service requests and problems onto Cherwell the ticket management system.
- Provide remote and onsite support.
- Ensure all tickets are clearly and accurately logged and that customers are regularly informed of progress throughout the lifetime of the fault or service request.
- Work with the rest of the service desk team, liaising with service owners and other DT teams to assist with fault management resolution.
- Proactively escalate Incidents to the responsible team when SLA targets are expected to be breached, or where technical or functional escalation is needed.
- Work co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team and organisational objectives.
- Ensure all procedures are followed, and all centralised records, systems, and tools are maintained and kept up to date.
- Take proactive accountability and ownership of own actions and SD activity to ensure colleagues best interests are maintained.
- Develop relationships with customers to ensure exceptional customer service is always delivered.
- Complete wide variety of Service Desk tasks including creating new users.
- Identification of recurring issues and raising problem records for investigation.
- Take proactive responsibility for communication during major Incidents and provide updates as required by Service Management, and Service Desk Manager/TL.
- Excellent written and verbal communication skills
- Ability to manage multiple tasks.
- Good attention to detail
- The ability to work well under pressure.
- Good teamwork skills
- Proficiency of Microsoft Office
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