Service Desk Specialist

3 weeks ago

Borehamwood, United Kingdom Pinnacle Pet Group Full time

To provide a single point of contact to our internal business users and external clients. To provide high quality support and rapid restoration of normal services, acting as 1st line support.
- Receive, log and triage calls from the business and process them in a timely manner
- To provide 1st line support relative to Incident Management process; initial assessment of all Incidents & Service Requests; make first attempt at incident resolution and/or refer to 2nd/3rd line support
- To take ownership and management of the incident and service request life-cycle, including verification and closure
- To monitor and escalate procedures relative to the appropriate SLA
- To keep internal users and external clients informed on request for status and progress
- To take ownership of the Identity Management Service, including New Starters, Leavers etc
- To highlight Customer training and Education needs
- To be responsible for supporting the mobile communication service
- To deal with 3rd party engineers and suppliers where applicable
- To produce management information reports
- To report as necessary on performance against agreed service level targets, objectives, timescales or standards
- To ensure compliance with appropriate group and industry audit requirements.
- To document key procedures and controls in line with company standards
- To develop personal or technical skills and capability through on-going training as provided by, or approved by HR
- To carry out any other task associated with the role as reasonably requested

Experience working within a Service Management orientated environment
- Experience in following formal Incident and Problem Management processes
- Thorough Lotus Notes Client knowledge
- Thorough Active Directory 2000 knowledge
- Thorough Microsoft Windows XP knowledge
- Thorough Microsoft Office XP suite knowledge
- Excellent oral communication skills
- Excellent telephone manner
- Excellent analytical skills to trouble shoot technical issues
- Excellent written skills and experience with documenting incidents/service requests and resolutions
- Excellent organisational skills to manage multiple open incidents/service requests and call backs
- Sound knowledge of Service Desk and Asset Management software
- To be able to work to strict SLA’s and prioritise workload
- Team player

**Job Types**: Full-time, Fixed term contract

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Life insurance
- On-site parking
- Private medical insurance

Schedule:

- Day shift
- Monday to Friday
- No weekends

Application question(s):
Work authorisation:

- United Kingdom (required)

Ability to Commute:

- Barnet Way Borehamwood, WD6 2XX (required)

Work Location: In person

Reference ID: 1st Line Service Desk

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