Service Desk Analyst
2 days ago
We have an exciting opportunity for an experienced **Service Desk Analyst** to join us. This position will suit someone with great customer service skills with the ability to work well under pressure in a fast-paced environment. This is a veryvaried role as we provide IT support to the whole of the company including all Shops, all Head Offices, Fulfilment and Distribution Centres, Partnership Hotels and Leckford Farm. This includes Computers/Laptops, Point of Sale hardware, Operating Systems, Applicationsand Networks.
**Key Accountabilities**:
- Provide first class, multi-channel support for all end user incidents and service requests, maintaining a high level of First Contact Resolution (FCR) for all Incidents and Service Requests.
- Collect and maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT Partners or 3rd Parties.
- Ensure effective triaging is completed in the first instance for all contacts received.
- Undertake prioritisation, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base.
- Understand and proactively operate the escalations procedures
- Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets
- Ensure compliance with quality management, risk management, security policies and procedures.
- Monitor the status and progress of incidents and service requests
- Proactively contribute to Continual Service Improvement through identification of process improvements and problem prevention.
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