Service Desk Analyst

NP5327
£27000 - £27000
IT

Job Description

We are recruiting for a fantastic opportunity to join our client's growing service desk as a Technical Customer Service Executive.

Full Job Description

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:

  • 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

Service Desk Analyst- The Candidate

  • 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