Service Desk Analyst

1 month ago

Diss, United Kingdom CVS Group Plc Full time

Service Desk Analyst - Support Office

We are seeking a 2x Service Desk Analysts to be the point of contact for all IT related issues, incidents, service requests and queries. Ensuring user queries or issues are captured, validated and where possible resolved at the first point of contact. If not resolved ensure triaged for further processing through the appropriate user groups. Overall ensuring provision of an excellent customer service to the CVS business.

Location: The role will be Hybrid working with 3 days working in our Diss Head Office and 2 days working from home.

You will participate in a shift rotation covering the hours of 08:00-18:00, with occasional Saturday coverage (1 in 14). Travel to site-based locations may occasionally be required

Key responsibilities and tasks include:

Provide first point of contact for all IT related, Issues, Incidents, service requests and queries. Ensure user queries or issues are captured, validated and where possible resolved at the first point of contact. Any issues requiring escalation are triaged and assigned to the correct resolver group and/or third party. Perform advanced troubleshooting for more complex Incidents and requests to ensure all information is captured to assist other resolver group to resolve the issue in a timely manner and within SLA. Accountable for management of the lifecycle of a ticket through to resolution. Ensure users are informed of progress, tracking and escalating issues as necessary within defined SLAs Daily operational tasks, to include daily

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