Service Desk Analyst
6 days ago
We are seeking a highly skilled and motivated Service Desk Analyst to join our team at Piksel Group. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities- Provide first point of contact for all inbound customer calls and emails, offering day-to-day support to the end-user base.
- Manage customer queries and provide advice, ranging from general queries to providing first-time fixes.
- Information gathering, qualification, and prioritization of new support requests, ensuring allocation to the correct support team.
- Logging relevant information onto the internal ITSM tool – SMAX.
- Administration of customer account information, ensuring that all relevant details are kept current and up to date.
- Provide first-time fixes for support requests, such as password resets or implementing telephony diverts.
- Arrange stock collections for faulty hardware, when replacements have been issued to customers.
- Administration of the Redcentric MyServices Portal, including setting up new customers, password requests, etc.
- Escalation of incidents to management when necessary.
- Adherence to Piksel Group's policies and procedures, including compliance with ISO 9001 and ISO 27001 certification standards.
- ITILv3/v4 qualified or experience within an ITIL environment.
- BPSS Security Clearance (Identity, Right to Work, Employment History & DBS Check).
We are looking for a candidate with a proactive approach to teamwork in a fast-paced environment. Each member of the Service Desk must be able to pass a Baseline Personal Security Standard (BPSS) check, which checks the candidate's right to work in the UK, their identity, their criminal record, and their employment history (for the last 3 years).
Possible Progression Paths- Technical Support Analyst (1st Line).
- Service Desk Team Leader.
- Incident Management Analyst.
- Other Piksel Group internal departments.
The Company's hours of work are from 9.00am - 5.30pm, Monday to Thursday, and 9.00am until 3.30pm on Friday, with one hour for lunch. However, the Service Desk covers the hours between 8.00am – 5.30pm on rota, with one hour for lunch.
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