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Service Desk Analyst
5 months ago
Portfolios are proud to be representing one of the UK's largest betting agents in search for a Service Desk Analyst. Working as part of a busy, fast paced Helpdesk based at Warrington Head Office, this role focuses on providing excellent, professional supportto the company's retail estate, assisting with the resolution of a variety of faults that can arise in the shops.
This is a 1st Line Analyst position which would ideally suit as a first step into IT Support. No experience is necessary as full training will be given. The hours are 40 per week, to be worked any 5 days from 7, between 8am-9pm, so flexibility is key.
**Key Responsibilities**
- Take incoming calls from staff across the companies shop estate relating to specific faults that have arisen on site.
- Troubleshoot hardware, software, and systems-based issues, taking ownership of the fault and providing a 1st line fix wherever possible.
- Investigate reported issues, provide diagnostics & ensure all faults are dealt with appropriately.
- Prioritise and log each call and ensure all incidents are dealt with in a timely manner to ensure deadlines & Service Level Agreements are met.
- Escalate issues, where appropriate, to the Senior Helpdesk Analysts
- Allocate calls to the appropriate Engineer when necessary.
**Experience and Skills**
- Excellent customer service skills.
- Professional telephone manner, with excellent listening skills and the ability to problem solve.
- Ability to communicate effectively with staff at all levels of the business.
- Strong attention to detail
- Ability to work under pressure to tight deadlines.
- Ability to work independently and as part of a team.
- Ability to follow instructions as well as using own initiative.
- Flexible approach to work, with the ability to multitask.
- Good, all-round basic IT Skills & computer literacy are desirable but full training will be given.
**969765NER**
**INDPENO
