Service Desk Analyst
2 months ago
We are seeking a highly skilled Service Desk Analyst to join our team at Transputec. As a Service Desk Analyst, you will be responsible for providing technical support to our clients and ensuring that their IT needs are met.
Key Responsibilities- Provide technical support to clients via phone, email, and self-service platforms.
- Support users via remote assistance, providing a high level of resolution at first contact.
- Maintain a high degree of customer service for all support queries, adhering to all service management principles.
- Take ownership of user incidents and be proactive when dealing with user issues.
- Log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected.
- Capture accurate and truthful information from users on all incidents and requests, ensuring CI relationships are highlighted.
- Respond to requests from users and help them resolve hardware or software requirements.
- Support users in the use of IT equipment by providing necessary guidance and advice.
- Escalate more complex calls having captured all relevant information in the ticket.
- Work with 3rd party technical support where incidents or requests require.
- Highlight trends and major incidents to the 1st line team leader immediately.
- Meet service level targets for creation, resolution, and closure of service desk calls on a monthly basis.
- Maintain an acceptable level of service to the customers and business.
- Meeting SLA's as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc).
- Consistent and reliable service delivered against all types of incidents and service requests.
- To correctly categorize incidents and set applicable priorities by impact vs severity.
- Consistent approach to all service desk calls.
- Ability to escalate complex service issues.
- Maintain and deliver IT knowledge and process documentation where required.
- Excellent telephone and customer service manner.
- Good understanding of IT hardware setup and configuration.
- Focused on quality.
- Good customer service skills.
- Self-motivated.
- Excellent interpersonal skills.
- Good organizational skills to ensure that company processes and procedures are put in place.
- ITIL Foundation (v3) or similar.
- Industry IT standard certification (MCP or similar).
- Minimum 1 year previous support experience within an IT support environment or similar role supporting customers.
- Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel, and MS PowerPoint.
- Experience with using and troubleshooting Windows 10/x and MacOS X.
- An understanding of ITIL, ITIL's framework, and how this applies to the IT Function.
- Experience in supporting users in a Citrix Environment or remote desktop tools.
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Service Desk Analyst
4 weeks ago
Wembley, United Kingdom Transputec Full timeJob Title: Service Desk Analyst – OverseasAt Transputec, we are seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing technical support to our customers, answering support queries via phone, email, and self-service, and maintaining a high level of customer service for all support...
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Service Desk Analyst
4 weeks ago
Wembley, United Kingdom Transputec Full timeJob Title: Service Desk Analyst – OverseasAt Transputec, we are seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing technical support to our customers, answering support queries via phone, email, and self-service, and maintaining a high level of customer service for all support...
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Service Desk Analyst
1 month ago
Wembley, United Kingdom Transputec Full timeKey ResponsibilitiesAs a Service Desk Analyst, you will be responsible for providing technical support to our customers, answering queries via phone, email, and self-service. You will also be required to maintain a high level of customer service, adhering to all service management principles.AccountabilitiesProvide technical support to customers via phone,...
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Service Desk Analyst
1 month ago
Wembley, United Kingdom Transputec Full timeKey ResponsibilitiesAs a Service Desk Analyst, you will be responsible for providing technical support to our customers, answering queries via phone, email, and self-service. You will also be required to maintain a high level of customer service, adhering to all service management principles.AccountabilitiesProvide technical support to customers via phone,...
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Service Desk Analyst
1 month ago
Wembley, United Kingdom Transputec Full timeJob SummaryWe are seeking a highly skilled Service Desk Analyst to join our team at Transputec. As a key member of our IT support team, you will be responsible for providing technical support to our customers, answering queries via phone, email, and self-service, and maintaining a high level of customer service.Key ResponsibilitiesProvide technical support...
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Service Desk Analyst
1 month ago
Wembley, United Kingdom Transputec Full timeJob SummaryWe are seeking a highly skilled Service Desk Analyst to join our team at Transputec. As a key member of our IT support team, you will be responsible for providing technical support to our customers, answering queries via phone, email, and self-service, and maintaining a high level of customer service.Key ResponsibilitiesProvide technical support...
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Service Desk Analyst
2 months ago
Wembley, United Kingdom Transputec Full timeJob SummaryWe are seeking a highly skilled Service Desk Analyst to join our team at Transputec. As a key member of our IT support team, you will be responsible for providing technical support to our customers, answering queries via phone, email, and self-service, and maintaining a high level of customer service.Key ResponsibilitiesProvide technical support...
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Service Desk Analyst
2 months ago
Wembley, United Kingdom Transputec Full timeJob SummaryWe are seeking a highly skilled Service Desk Analyst to join our team at Transputec. As a key member of our IT support team, you will be responsible for providing technical support to our customers, answering queries via phone, email, and self-service, and maintaining a high level of customer service.Key ResponsibilitiesProvide technical support...
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Wembley, United Kingdom Burton Bolton & Rose Recruitment Services Ltd Full timeHelp Desk AdministratorThis role is ideal for a highly organized and enthusiastic Help Desk Administrator who thrives in a team environment and is committed to contributing to the success of projects.Key Responsibilities:Manage the Help Desk: Handle incoming calls from clients requiring maintenance support and ensure timely resolution.Log and Allocate Calls:...
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