Service Desk Analyst

6 days ago

Portsmouth, United Kingdom Advanced Resource Managers Limited Full time

ACTIVITIES:

- Perform initial triage of incoming service calls/mails/alerts and make appropriate routing decisions
- Contribute ideas for continual improvement of service desk function and service delivery in general
- Help develop efficient service desk tools, policies and procedures
- Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
- Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
- Provide reports and metrics
- Complete service desk tasks and administration as defined by the business
- Ensure all entries to the service management solution are accurate, concise and timely
- Be continually focussed and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.
- Pursue personal development of skills and knowledge necessary for the effective performance in the assigned role.
- Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.
- Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from the Team Leader.
- Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.
- Ensure the level of service support reflects entitlement for all opened incidents. In the event of service support requested beyond entitlement, ensure timely engagement of the Team Leader for resolution.
- Maintain an ongoing awareness of all standard operating procedure (SOP) content keeping abreast of new releases or updates
KEY SKILLS REQUIRED
Essential:

- Appropriate IT background and experience
- Appropriate customer facing/user support experience - Tier 1 and 2
- Extensive knowledge of Microsoft 365
- Proficient with operating systems, including but not limited to Windows 10 and Windows Server 2012 - 2019
- Basic working knowledge of server infrastructure and networking
- Technical troubleshooting in cloud and On-Prem environments
- Experience working with ticketing systems such as ServiceNow
- Knowledge and understanding of working to defined SLAs
- Understanding of IT workflows/ITIL practices
Desirable:

- Experience of documenting processes and operational procedures
- General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
- Full driving license
- ITIL experience/Certification

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