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Service Desk Analyst

2 weeks ago

Birmingham, United Kingdom Robert Walters Full time

Role - Service Desk Analyst
Location - Remote with Occasional Travel to Central London
Salary - £27,000 - £33,000 per annum

I'm recruiting on behalf of a fantastic London based Energy-Tech Start-Up. Having been formed in 2017, they are hitting success after success and have grown to almost 30 people. They use a unique and novel IoT focused Software platform to measure a multiplicityof energy sources and constantly switch to the most efficient source. Their work is great for the environment, reduces energy waste, cuts down on diesel usage and ultimately saves clients a lot of money. See spec below for more details:
Role
- Provide first class, multi-channel support for all user incidents, with a high level of First Contact Resolution (FCR)
- Good working knowledge of modern Information Technology including desktop operating systems, software packages, mobile devices
- A background in ISO / ITIL processes would be a distinct advantage
- Perform effective management of incidents using agreed processes; maintain high levels of ownership throughout the incident lifecycle
- Be the operational liaison point for all new Request For Service requirements
- Maintain all appropriate Service Level reporting data for all contracted SLAs
- Define, track and report on KPIs for a variety of use-cases
- Collaborate with our business analysts and software engineers to design innovative solutions to the problems our clients face

**Skills**:

- Looking for ambitious, driven and self-directed people to play a personal part in the growth of a business at a huge stage in its life. Everyone has the opportunity to make their mark and bring their unique perspective.
- 3+ years experience in IT, software support or data analysis team
- Ability to analyse a range of complex information to identify trends and potential issues
- Good working knowledge of modern Information Technology including desktop operating systems, software packages, mobile devices
- A background in ISO / ITIL processes would be a distinct advantage
- Excellent written skills for the production of effective operational documentation
- Sound interpersonal communications skills with the ability to use initiative