Service Desk Analyst

2 months ago


Wembley, United Kingdom Transputec Full time
Job Summary

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.
Measures of Success
  • 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.
Personal Specification
  • 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.
Desirable Qualifications
  • 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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