Service Desk Analyst
2 days ago
Service Desk | Flexible Working | Tewkesbury
**Your new company**
**Your new role**
You'll be handling calls raised via the self-service portal and over the telephone, plus the occasional walk-in's to the service desk, reassuring colleagues, finding solutions and ensuring a great customer experience.
You'll need to resolve incidents and service requests within published SLA's, ensuring all calls are captured correctly and to the right quality ensuring established processes are followed and records are kept up to date.
In order to improve the service you will need to update Standard Operating Procedures and Knowledge, searching for ways to improve the services we deliver by thinking creatively and sharing good practice with colleagues. You will support and encourage fellowICT service desk analysts to help meet their support goals
You will visit customer desks on-site and at other offices where required in order to resolve an issue, configuring IT equipment and providing instructions on the use of ICT devices and actively promote the service desk and ICT self service area in all formsof interaction.
**What you'll need to succeed**
- Strong customer service focus; great at listening to and understanding issues, while asking open questions to fully understand the details and impact of issues.
- Ideally, service desk experience with excellent knowledge of IT Infrastructure, Microsoft products and devices with a strong customer focus
- Active Directory / Exchange Management Console experience (desirable)
- Understanding of Incident/Problem/ Change Management and Configuration Management processes, preferably to ITIL V4 Foundation standard (desirable)
- Quick thinker, problem solver and very adaptable to change
**What you'll get in return**
In addition to a competitive salary, my client will offer you a fantastic benefits package. This includes; 27 days holiday (plus statutory bank holidays); a choice of defined benefit and defined contribution pension schemes; trust-based flexible working, anda £500 personal allowance to spend on your choice of things like private medical cover, dental treatment and gym membership
**What you need to do now**
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
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