Service Desk Analyst

2 weeks ago

Hemel Hempstead, United Kingdom Just IT Full time

Service Desk Analyst
- ____________________
Location: Hemel Hempstead (Hybrid)

**Salary**: £24,000 - £25,000
- ____________________
About the company
Our client is a global Digital Signage Company. They have been involved in projects across the world for some of the biggest brands and companies.
Position Overview
Operating as a Service Desk Analyst you will be responsible for resolving calls from customers as quickly as possible. With first class customer service and technical skills, this role will also require you to assist the Service Desk Team Lead in identifyingany areas of improvement, recommendations and updating/creating knowledge documents.

**Responsibilities**:
*Ensure all calls are logged and incidents updated on a daily basis.
*Actively manage ticket system queues to chase resolution and reduce ageing tickets to agreed SLAs
*Co-coordinating with vendors and third line support groups for speedy resolution when required
*Monitor and escalate progress as appropriate to the severity of the issue and according to the SLA (where applicable), invoking escalation and major incident processes as required
*Identify common themes with recommendations for service improvements in training, knowledge documentation, technical fixes, process and communication enhancements to improve the service provided by the Service Desk Team
*Create help sheets and frequently asked questions lists for to expand the knowledge documentation and made available to relevant customers.
*Ensure documentation is up to date and current
*Participate shift pattern covering Service Desk hours of operation also weekend work involved.
Essential:
*GCSE\O-Level English (C or above)
*GCSE\O-Level Maths (C or above)
*Good Microsoft skills using Outlook, Word and Excel
*Genuinely want to deliver 1st class customer service
*Ability to work in a busy, results focused and thriving environment
*Able to think logically and problem solve
*Comprehensive understanding of IT technologies and support principles
*Strong people skills and to be able to impact and influence ways of working
*Excellent interpersonal skills
*Excellent communication skills
*Ability to work as part of a team
*Impact and Influence
*Strong problem solving skills
*Enthusiasm
*Empathetic towards Franchisees, Store Staff and Customers
*Ability to make decisions unsupervised
*Ability to escalate appropriately
*Ability to delegate
Desirable:
*ITIL certified
*A true interest in IT and a desire to develop skills and knowledge in this area

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