Service Desk Analyst

2 weeks ago

Durham, United Kingdom Sellick Partnership Full time

**Responsibilities**:

- To provide an effective Service Desk and first line support service to the organisation and their customers by taking calls directly from customers or by responding to their E mails
- To be responsible for ensuring the timely resolution and accurate recording of incidents and fulfilment of customer requests, in accordance with standard operational procedures and agreed performance criteria
- Where possible, to diagnose and resolve as many support queries as possible in the first instance, rather than allocating to a technical team member
- To distribute support requests to relevant technical teams by assessing the urgency and importance of incidents, and proactively allocating or escalating as appropriate
- To provide basic-level user based training following installation of desktop and peripheral equipment (raising user awareness of additional support materials and knowledge bases)
- Effective, pro-active liaison with key internal service management, alerting of potential major incidents and taking ownership for effective communications and distribution of information updates until call closure (supporting Major Incident managementprocess and procedure)

**Do you know someone who is looking for a new job? Why not recommend them to Sellick Partnership and earn up to £1,000?

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