Service Desk Analyst

Employment Type
Full time

Role Purpose

The primary responsibility of the role is to be the first point of contact for our customer’s end users, providing support through multiple channels including Telephone, Self Service and Email, and delivering high levels of resolution and Customer Satisfaction at this initial contact point.

This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing high levels of customer satisfaction.

Key Responsibilities

Receiving, logging, taking ownership, resolving and monitoring faults / requests throughout their lifecycle, applying First Time Fixes to minimise User downtime
Ensuring the highest levels of troubleshooting is applied to every customer contact made through the use of agreed processes
Fully understanding and complying with client contractual SLAs, providing the highest level of service by meeting or exceeding those SLAs / KPIs and by proactively identifying process improvement opportunities within the department
Assist Problem Management by using all the information to hand to identify, prevent or resolve ongoing or potential issues.

Skills and Experience

A minimum of 1 years’ experience working within a Professional Service Desk supporting a minimum number of 200 Users
Advanced Knowledge of the use of and support of MS Office suites, specifically O365
Working knowledge and experience supporting Citrix and Home working solutions (VPN/Network connect/Direct Access)
Experience of working with ACD Software and working to SLA’s / KPI measures
Previous use of a Ticket Management system

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

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