2nd Line Service Desk Analyst
4 weeks ago
We have an exciting opportunity for a second line service desk analyst to join a blue-chip organisation in Reading.
A SNAPSHOT OF WHAT YOU WILL BE DOING:
Firstly, provide first class, multi-site support for end user incidents and service requests relating to their business and IT environment.
Furthermore, maintain clear and accurate timely information for every incident and service request.
Most importantly, understand and proactively operate the escalations procedures
Make sure compliance of quality management, risk management, security policies and procedures are met.
Monitor and report on the status and progress of incidents and service requests
Lead Continual Service Improvement through identification and delivery of process improvements and problem prevention.
Finally, own the customer service standards making sure they are in line with the PITSC and Partnership values and provide guidance, support and mentorship to 1st Line Analysts.
IDEALLY, WE ARE LOOKING FOR THE BELOW KEY SKILLS, EXPERIENCE, AND ATTRIBUTES:
Firstly, excellent Team player and problem solver.
Work well under pressure and inspire confidence within the team.
Experience of identifying problems early and by means of your own discretion and initiative.
Good understanding of when issues need to be escalated and being able to contribute to knowledge management systems.
Understand the impact of your own area of work on the relevant operational functions of the Partnerships.
Identify and manage performance improvement activities for the service desk to improve operational performance and reduce costs.
If you have any questions about GTS's Desk Analyst jobs, contact GTS on.
Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.
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