Service Desk Analyst
2 months ago
We have an exciting opportunity for a Service Desk Analyst to join a blue chip organisation in Bracknell on a permanent basis.
Hours: This role is based on a rotational shift pattern, working between the hours of 06:00-22:00, including some weekends.
**After initial office based training period - Role will be 50% remote**
**Salary £26,000 p/a with quarterly 5% bonus**
This position will suit someone with great customer service skills with the ability to work well under pressure in a fast-paced environment. This includes providing technical support for Computers/Laptops, Point of Sale hardware, Operating Systems, Applicationsand Networks.
**Job Description**:
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.
**Benefits**:
- Pension
- Private medical & dental insurance
- Blue Chip benefits
Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.
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