IT Service Desk Analyst

2 weeks ago


Norwich, United Kingdom Reed Business Support Full time

An excellent opportunity has been made available for two IT Service Desk Analysts to join my busy and expanding client.

These roles are until July 2023 to cover secondment but likely to be extended or become permanent.

Pay £13.89 PAYE or £17.03 Umbrella

Hours: 36 hours a week on a rota 8-4, 8.30-4.30 or 9-5

Location: Hybrid working (initial training office based)

**Purpose of the role**:
The Service Desk Team delivers first class customer service to business. The post holder will be the first point of contact for IT Support queries via a live chat and ticket system, working within the ITIL framework and to tight deadlines using remote supporttools.

**Key Accountabilities**
- Champion a customer-led culture, working across IT to help embed and enhance the end to end customer experience. You will monitor service delivery channels (human, digital, automated and self-service), resolving or escalating issues.
- Provide professional and customer focused 1st line IT support to all employees, offices and remote sites using remote assistance tools. You will provide meaningful instruction to users at their technical level of understanding and be able to advise userson best practice guidelines.
- Responsible for logging all contacts on the Service Desk management software ensuring tickets are fully noted, categorised, assigned and managed within their SLA. You will ensure tickets are prioritised and more complex queries escalated accordingly.
- Contribute to a catalogue of services provided by IT and update knowledgebase articles and access control documentation.
- Experience of Microsoft products and basic troubleshooting.
- Demonstrable excellent customer service experience and skills.
- Excellent written and verbal communication skills.
- Demonstrable commitment to reaching demanding quality targets in a high volume environment.
- Excellent time management skills with the ability to work on multiple complex issues.
- Ability to take ownership, prioritise and execute tasks.
- Understanding the SLA driven environment with the ability to consistently meet personal and team targets.
- Methodical approach to problem solving and attention to detail.
- Awareness of importance of accuracy, data integrity and adhering to procedures.
- Ability to manage expectations, deal with complaints and improve customer service.

Benefits of being a Reed temporary employee:
Weekly Pay
- Holiday Pay - 28 days per annum
- Reed Rewards
- Life Assurance
- Pension
- Training & Development
- Eye Test & Spectacle Vouchers
- Reimbursed Police Checks
- E-Account for timesheets, payslips etc.
- Professional Temping Agreement
- First and Secondary points of contact



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