1st Line Service Desk Analyst

Summary: 22K-24K basic (Neg) on experience + Benefits

The purpose of the role is to join our technical serviced esk as the Service Desk Analyst and to deliver outstanding customer service by understanding our clients IT and business needs.The Service Desk Analyst will play a vital role with in the Managed Service department by creating and maintaining long-term relationships with our clients,maintaining a professional approach at all times along with being the main point of contact for all of our clients.

The key responsibilities for this role are below but these are not exhaustive as any other associated duties may reasonably be required.

KeyResponsibilities (% of Time)

Usersupportandadvice60%

• Fully understand the service that we have been engaged to deliver in line with contractual arrangements
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
• Provide a single point of contact for end user support using all contact mediums
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
• Establish a quality working relationship with end users
• Develop and maintain communication skills appropriate to the environment
• Analyse the nature of queries and customer problems and provide suitable solutions with in satisfactory time scales
• Understand and operate the escalation procedure
• Meet personal and team productivity and quality targets in line with Remote Support Centre

Personal and Team Development 30%

• Act as a role model for delivering results, displaying enthusiasm and enjoyment of your work, for coaching and mentoring colleagues and team members whilst maintaining professional standards of behaviour.
• Provide cover or deputise for other analysts in their absence,either with in the same team or across teams.
• Undertake ad-hoc projects as agreed with the Management team on behalf of the Remote Support Centre that may involve site visits,customer meetings or vendor management.
• Show an outward commitment to actively develop personal knowledge
• Comply with The Internet Group and Support Services Centre standard working practices
• Comply with all company,department and customer policies and procedures to include attending team meetings and completion of administrative tasks

KeyPerformanceIndicators:

• Achieving satisfactory levels in Customer questionnaires
• To deal with the day to Day Incident volumes to a high level of service
• To provide an exceptional level of service to all of our Clients
• To ensure that all Incidents/Requests are dealt with with in contracted SLA time frames
• To ensure Backup checks are completed on a daily basis
• Design and creation of Wikidocuments for the use of your peers
• Encourages commitment in others to the achievement of common goals Gather technical knowledge to consistently increaseyour own skill set Achieve 50% First Contact Resolution
• Monitor and respond to DRM ‘Events’

Skillsand Experience:

Skills and Experience Essential

• Educated to GCSE level in Maths and English or equivalent.
• Good communication skills and where appropriate, ability to communicate in other required languages.
• Proven Customer service Skills
• Positive, enthusiastic and supportive individual
• Ability to take ownership of and progress incidents to resolution
• Ability to work under pressure
• Ability to work in a team and to support team members
• Effective keyboard skills
• Communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner.

Knowledge inthe following technologies(not limited to):

• Win Server 2008,2012
• Active Directory
• Exchange2007,2010,2013
• Networking (Switches,Routers, Comms, DSL)
• Hardware
• Analytical Fault Finding
• Printers (Install & Configure)
• BlackBerry’s