1st Line Service Desk Analyst
Full job description
SCC
Salary: £26,000 per year
Specialist Computer Centres – SCC is Europe’s largest independently owned IT services group. We have been established for over 38 years, have over 6,000 employees within Europe and a turnover in excess of £2.75 billion. We deliver innovative, business critical and cost reducing IT solutions to both private and public sector organisations.
We continue to expand and now have an exciting career opportunity for a talented individual to join us as a 1st Line Service Desk Analyst based at our National Response Centre in Tyseley, Birmingham.
The role:
To act as a single point of contact between client customer base and SCC; to handle all IT related enquiries and provide 1st level technical support.
To record all incidents / changes / service requests within the SCC Service Desk tool.
To provide a positive Service Desk experience.
Deliver a ‘ first time fix ‘ target of 70% within a 5 minute allocation per phone call.
Contribute to delivering a 70% remote resolution target.
Convert 65% of contacts (phone calls and mails) to events
Answer 45 inbound phone calls per day.
Make outbound phone calls to customers keeping them informed on a regular basis.
Review and update ‘ known errors’ database.
Incident / changes / service request assignment to the appropriate service department.
End to end ownership of all incident / change / service requests through to closure.
Build internal / external relationships through effective communication.
The ability to communicate technical issues to a non technical audience.
Identify and work towards service improvements.
Assess, prioritise and manage workloads ensuring contractual obligations are achieved.
Contributing to delivering team performance.
We are looking for articulate and professional individuals possessing:
Minimum of 12 months experience of working in an IT service desk environment.
Ability to support Microsoft operating systems
Ability to work as part of a team or on own initiative where required.
To be professional and presentable at all times.
Ability to handle difficult and demanding customer situations/environments.
We offer excellent working conditions, ongoing training and personal development together with real career prospects.
Interested?
Then click the response button now
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