Service Desk Analyst

1 week ago


Portsmouth, United Kingdom Babcock Full time

**Job Title: IT Service Desk Analyst - 1st Line support - Day Shifts
Location: Lakeside, Portsmouth. PO6 3EN (With some home working)
Compensation: Competitive Salary + Benefits
Role Type: Full time / Permanent
Role ID SF41246**

Here at Babcock International, Portsmouth we're looking to recruit a Service Desk Analyst to join an established support team working at our Lakeside site.
As a Service Desk Analyst, you'll undertake 1st line support tasks, serving internal teams with their 1st line issues and escalating to 2nd line as and when required during the day. In the evening you will also be involved in; completing work orders, configuringUSB sticks and dealing with the mailbox.
You will be joining at busy and highly motivated team and will be mainly working on Exchange, Active Directory, Cisco IP, Remote Log-ins, Server infrastructure. There is a clear career path for you to progress into 2nd line work and beyond.

**Who we are looking for?**

We are looking for someone with proven Service / Help Desk / Customer Service Experience, both face to face and over the phone, this Service Desk Analyst will also have proven experience in using a Service Management system to manage all incidents and requests,as well as experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.

**What will you be doing?**
- To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards
- To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
- To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
- Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
- To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA's

**The experience you'll bring**
- Proven Service/Help Desk experience
- Customer Service Experience, both face to face and over the phone
- Proven experience in using a Service Management system to manage all incidents and requests.
- Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.
- Customer Focused, committed to providing a professional 1st line service
- Able to work within a high volume and fast paced environment
- An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure

**What a role with Babcock offers?**

As you're supporting our business we'll be supporting you. We offer excellent benefits, facilities and amenities - such as onsite shops, restaurants, free parking and free shuttles from city centre trains and bus stops.
- Holiday entitlement
- Pension Plan
- Access to make a difference for a sustainable environment for future
- A tailored personal development and training programme.
- Autonomy. Trusted and empowered to deliver and be your best.

**About Babcock**

Babcock Corporate Services (BCS) is a global function, with our largest site being Lakeside in Portsmouth, but we operate from multiple sites around the world. BCS supplies and operates all IT, security, procurement, and finance Shared Services. We are embeddedalongside the operations that we serve, enabling us to maintain close working relationships that support delivery to our customers. We drive standardisation, simplification and automation across Babcock, to help generate sustainable value for the group andour external customers.

**Armed Forces Covenant**

Application Guidance:



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