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Service Desk Operations Specialist
2 months ago
We are seeking a highly skilled Service Desk Analyst to join our team at Randstad Technologies. As a Service Desk Analyst, you will be responsible for providing exceptional customer service by resolving incidents on the first call, utilizing 1st and 2nd line support knowledge and capability.
Key Responsibilities- Log incidents into our ticketing system and ensure accurate categorization and prioritization.
- Demonstrate excellent communication skills over telephone and email to ensure seamless customer interactions.
- Develop and maintain self-service documentation to enhance user experience.
- Escalate tickets to other teams within the department as required.
- Collaborate with the Service Desk team to reduce repeatable incidents and improve overall service delivery.
- Provide 1st line support on all allocated tickets and update, process, and maintain documentation accordingly.
- Communicate and escalate known/reoccurring issues to the Service Desk Manager.
- Deliver new equipment and maintain user accounts, including configuration, starters, and leavers.
- Travel to regional and site-based offices as required, with transportation provided when necessary.
- Previous experience in a customer service role within the IT sector.
- Experience on a Service Desk, with a background knowledge of ITSM tools.
- Excellent written and oral communication skills, with the ability to influence others at all levels.
- Hold a full UK driving license.
- Desirable skills include the ability to quickly learn and understand user requirements, a desire to learn and grow within the team, and the ability to work on own initiative.
This is an exciting opportunity to join a leading specialist recruitment business for the IT & Engineering industries. As a Service Desk Analyst, you will be part of a dynamic team that provides exceptional customer service and support to our clients.
We are committed to providing a positive and inclusive work environment, and we welcome applications from candidates who share our values of integrity, caring, and quality.
