Service Desk Analyst

Job Title: Service Desk Analyst

Level: Staff

Responsible to: Service Delivery Manager

Job Summary
- The Service Desk is the frontline of the company Business Systems Department, and as such is viewed as the single central point of contact for all IT products and services, as well as many companywide requests. This includes taking responsibility for andowning the co-ordination of all site incidents, changes and service requests ensuring they are resolved, manage or escalated through to completion to the customer's satisfaction and within service level agreements

This role will also support Business Systems to deliver a highly available, resilient, and secure technical infrastructure, whilst providing daily support to all users, and assisting the senior members of the department in the successful delivery of services.

Core Responsibilities:

- Excellent communication and inter-personal skills as you will be required to act as a point of contact for the Service Desk in Wakefield (site stakeholders)
- Respond to requests for support by providing information to enable problem resolution and promptly allocate unresolved calls as appropriate.
- Provide a friendly and professional service to our customers at all times
- Evaluate the priority of Incidents, Problems and Changes logged to ensure all diagnostic information is provided for error resolution and incident analysis.
- Ensure that the appropriate incident management processes are followed and adhered to.
- For all requests that cannot be directly resolved, provide an effective interface between customers and those responsible for diagnosis and resolution, taking into account agreed levels of service.
- Creation of known errors and problems to expand the knowledge base to improve first-time fix rates.
- Work together with your team members to ensure all aspects of Service Desk delivery are met (team and Individual KPIs)
- Promote and sustain a constructive, supportive and friendly working relationship with employees, management and other work colleagues.
- Deliver various other Project tasks as required by the line manager and company.
- Adhere to appropriate departmental procedures and practices
- Actively take responsibility for your own personal career development in all respects.
- Perform to a high level in a target orientated environment.
- To undertake any other tasks as deemed relevant and reasonable by the business
- Ensure all processes and procedures conducted within the team are fully documented and regularly reviewed for accuracy / relevancy.

Key Performance Indicators
- Your KPIs and Objectives will be discussed and agreed with you on a one-to-one basis. You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or requiredsupport.

Person Specification:
Essential-- Ability to work under pressure and managed your time well to meet tight deadlines, whilst demonstrating drive and a positive approach to your work.
- A logical approach to trouble solving, diagnosing and resolving problems (technical and non
- technical challenges in the business environment).
- Experience working as part of a team with the ability to learn and develop new skills.
- Excellent communication skills (verbal, written and listening) including an excellent telephone manner and high customer service skills.
- Self-motivated, results and quality orientated, good organisational skills, attention to detail, positive helpful attitude.
- Adopt a proactive approach to problem identification and resolution including preventive recommendations.

Desirable-- A flexible attitude towards working hours, to ensure the minimum disruption to business operations during periods of system maintenance.
- Robust - able to deal with changing circumstances and challenging situations whilst still achieving objectives.
- Takes opportunities to develop and stretch yourself, and be passionate about developing your career with the company

Technical Skills-- Experience using and good understanding of Windows Operating systems, Microsoft Office, Networking Technologies (WAN / LAN).
- ITIL v3 Foundation (ideal/ not essential)
- Microsoft Certified Professional / Microsoft Office Specialist (ideal/ not essential)
- Experience working with a case management system (ideal/ not essential)

Personal Development
- There is the opportunity for high performing individuals to move into different departments across the business to expand their knowledge and experience, and develop a career within the company.

Working Hours
- 40 hours per week between the hours of 8am - 6pm Monday to Friday. The exact pattern to be agreed by your line manager in conjunction with the rest of the team. Additional working hours both onsite and remotely may be required outside of these set times.

Travel
- This role is based in the Wakefield office.

**SThree are committed to ensuring equal opportunities, fairness of treatment, dignity, work-life balance and the elimination of all forms of discrimination in the workplace for all staff and job applicants.