Service Desk Analyst

2 weeks ago

Harrogate, United Kingdom Emprego UK Full time

**Job Details: Service Desk Analyst**

Full details of the job.

Vacancy NameService Desk Analyst Vacancy NoVN229 Employment TypeFull-Time LocationHarrogate Type of VacancyPermanent Job Description (external use)

***Role Details**

**Job Title**Service Desk Analyst**Division**Customer Services - Service Desk**Job Location**Harrogate**Reports To**Service Desk Team Leader **Role**
Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.
Working as part of a dedicated team and with a passion for providing and promoting outstanding customer service at all times, the **Service Desk Analyst**will be the first point of contact for all our customers requiring anything from general advice through to in-depth technical assistance from our product support specialists.

**Key Responsibilities and Tasks**:

- Managing customer queries and providing advice, ranging from general queries to answering more specific technical questions.
- Ensuring resolution of any open tickets is managed in a timely and efficient manner.
- Information gathering, qualification and prioritisation of new service requests.
- Addressing and network basics, basic network troubleshooting, password resets and login troubleshooting.
- Logging relevant information onto the internal helpdesk system.
- Manage and pro-actively ensure that timely and appropriate updates are communicated back to customers.
- Administration of customer account information ensuring that all relevant details are kept current and up to date.
- Administration of the Redcentric MyServices Portal e.g. setting up new customers, password requests etc.
- Escalation of incidents to management when necessary.
- Adherence to Redcentric Solutions Limited ISO09001 and ISO27001 certification standards:

- Compliance with Redcentric's policies and procedures
- Handling and protection of Redcentric information
- Reporting of security events
- Implementing appropriate policies and procedures

**Preferred Competencies**
- ITILv3/v4 qualified or experience within an ITIL environment
- BPSS Security Clearance (Identity, Right to Work, Employment History & DBS Check)

**Key Skills and Competencies**

The below lists several advantageous skills and experience, which are not necessary, but would benefit you within a role on our Service Desk team:

- Experience of working in a customer service environment.
- Knowledge of the ITIL framework.
- Experience in understanding and diagnosing technical problems at 1st Level.
- Efficient and accurate keyboard skills.

**Possible Progression Paths**
- Technical Support Analyst (2nd Line).
- 24/7 Technical Support Analyst.
- Service Desk Team Leader.
- Service Improvement Analyst.
- Other Redcentric internal departments.
**Hours of Work**
The Company's hours of wrok are from 9.00am - 5.30pm, Monday to Thursday and 9.00am until 3.30pm on Friday with one hour for lunch. However, the Service Desk covers the hours between 8.00am - 5.30pm on rota, with one hour for lunch. The shifts are currently Monday - Thursday, 8.00am - 4.30pm or 9.00am - 5.30pm and Friday 8.00am - 2.30pm, 9.00am - 3.30pm, 11.00am - 5.30pm, based upon business needs.

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