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Service Desk Analyst

Employment Type
Full time
Salary
Competitive
Location
Burgess Hill

Role Purpose

As a result of new client wins and our continued business growth, we are looking for a number of new Service Desk Analysts to join our team in Burgess Hill in Sussex.

We are seeking ambitious hard working team players to join our service operations team and build their careers with the business. The Service Desk Analyst will work within the Service Desk Team providing 1st line software, hardware and network support to our customers.

You will support multiple clients responding to requests and solving problems impacting delivery of BAU IT services. You will also identify and suggest improvements to processes and procedures used by the Service Desk to keep our customers happy.

Key Responsibilities

Providing top-quality 1st line support
Taking ownership of incidents, requests and problems
Ensure all modes of customer contact are responded to – Telephone calls and Emails, Self-Log
Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction
Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
Recording and maintaining the knowledge and known error database Managing incidents, requests and problems

Skills and Experience

A passion for technology and a desire to build a career in IT managed services.
Previous experience within a Service Desk environment delivering remote support to corporate clients
Understanding of Incident/Request management and ticket handling
Experience of working to SLA’s and KPI measures
Experience of using/contributing to a Knowledge base
Understanding of ITIL is beneficial
Excellent Customer Service skills.
Strong interpersonal and relationship building skills. The ability to communicate effectively verbally and in writing

For more information about this position, please email yourcareer@acora.com and include a copy of your CV

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