1st Line IT Service Desk Analyst

IT Service Desk Analyst required for our Crawley Court site just outside Winchester, you will provide first line technical support to business customers for all IT related matters, working as part of the Service Desk to maintain operational service within agreed service levels and business priorities. Resolving issues when possible at first call, and then following agreed process to escalate onto other teams when not. Carrying out business customer requests to agreed service levels

Arqiva is the company that provides the UK’s critical communications infrastructure for television, radio, satellite and wireless communications, as well as a host of media services. We are also at the forefront of providing the new network and services for the digital world, such as Smart Metering and Digital TV.

•Provide technical phone support and guidance to all customers of the IT Service Desk.
•Providing excellent customer service to achieve high levels of customer satisfaction.
•Deliver an agreed level of resolution on the Service Desk, working to resolve as many issues as possible at first call, meeting and wherever possible exceeding the agreed SLA’s with the business.
•Logging all issues and requests through the service management tool, ensuring the quality is of excellent standard and the customer requirements are clearly stated with agreed SLA’s set.
•Fulfilling Service Requests to agreed SLA’s with the business such as, creating new accounts, providing data access etc.

IT Service Desk Analyst will ideally have;

•Experience of providing excellent customer service.
•ITIL Foundation Certificate
•Experience of supporting at Service Desk level including:
Windows 2000, XP and 7
Office 2003, 2007 and 2010
Phone support using remote tools
•Working towards team and individual targets related to KPIs

If you would like to work for a progressive company at the heart of broadcast and infrastructure technology the please do not hesitate and apply immediately.