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Service Desk Analyst
2 months ago
Redcentric is seeking a highly skilled Service Desk Analyst to join our Customer Services team. As a Service Desk Analyst, you will be the first point of contact for our customers, providing day-to-day support and resolving technical issues in a timely and efficient manner.
Key Responsibilities:- Provide first-level technical support to customers via phone, email, and other communication channels.
- Manage customer queries and provide advice on technical issues, ranging from general queries to complex technical problems.
- Log relevant information onto the internal ITSM tool, SMAX, to ensure accurate tracking and resolution of issues.
- Administer customer account information, ensuring that all relevant details are up-to-date and accurate.
- Escalate complex issues to management when necessary, ensuring timely resolution and customer satisfaction.
- ITILv3/v4 qualified or experience within an ITIL environment.
- BPSS Security Clearance (Identity, Right to Work, Employment History & DBS Check).
- Experience of working in a customer service environment.
- Knowledge of the ITIL framework.
- Good experience with Microsoft Office applications (Word, Excel, PowerPoint).
- Efficient and accurate keyboard skills.
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.
The shift rota currently covers the below in a shared rotation:
- Monday to Friday 8.00am - 4.30pm
- Monday to Friday 9.00am - 5.30pm or
- Monday to Thursday 9.00am - 5.30pm, Friday 11.00am - 5.30pm (approximately 1 week in 5)
