Service Desk Operations Specialist
1 week ago
Job Summary
We are seeking a highly skilled Service Desk Analyst to join our team at Randstad UK Holding Careers. As a Service Desk Analyst, you will be responsible for providing exceptional customer service by resolving incidents on first call using 1st and 2nd line support knowledge and capability.
Key Responsibilities
- Manage incoming calls to the Service Desk, providing timely and effective support to customers.
- Reassign or escalate incidents and requests to ensure seamless resolution.
- Update and maintain information on the call logging system, ensuring accurate and up-to-date records.
- Review incidents and requests with staff to continuously improve service delivery provision.
- Provide first and second line support through the call-logging software, ensuring incidents and requests are resolved to agreed standards and timescales.
- Monitor and measure IT service provision to staff using various performance measurement tools.
Requirements
- Excellent customer service skills, with the ability to provide timely and effective support.
- Strong communication and interpersonal skills, with the ability to work effectively with staff and customers.
- Ability to work in a fast-paced environment, with multiple priorities and deadlines.
- Knowledge of IT service management principles and practices.
- Experience with call-logging software and IT service management tools.
What We Offer
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual with a passion for IT service management, we encourage you to apply for this exciting opportunity.
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