Service Desk Analyst
128422499
£31,000 - £38,000
NATALIE POTTER Senior Associate
Job Description
My client are recruiting a Service Desk Analyst to join their team on a permanent basis. Our client has over 40 years-experience within their sector and can provide excellent progression pathways and benefit packages.
This is a full-time role Monday - Friday and candidates should be able to commit to the following shift patterns on a rotational basis. Some flexibility may be available.
Service Desk Analyst - The role:
This is a full-time role Monday - Friday and candidates should be able to commit to the following shift patterns on a rotational basis. Some flexibility may be available.
- 01:00 - 09:30
- 09:00 - 17:30
- 17:00 - 01:30
Service Desk Analyst - The role:
- Investigate tickets and provide first and second line services
- Ensure client expectations are appropriately set and are responded to within the agreed guidelines
- Keep to the requirements of the client to prevent escalation and ensure ticket priorities are completed
- Report significant problems progress to the Team Leader
- Communicate solutions to customers in a clear manner and negotiate mutual agreeable solutions
- Provide appropriate advice to customers
- Test software issues and changes which are requested by the customer
- Highlight improvements for the internal processes and software used
- Identify tasks and allocate accordingly to meet timescales
- When appropriate provide onsite support to clients
- Able to problem solve efficiently
- Work well as part of a team
- Use own initiative to prioritise workload
- Can make own decisions confidently and is able to learn from mistakes
- Works well under pressure and has good time management and organisational skills
- Provide excellent level of customer service
- IT literate
- Follow company procedures at all times
- Knowledge of software support systems is advantageous
- Desire to succeed in challenging environments
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