1st Line Service Desk Analyst
Service Desk Analyst
GTS has han exciting contract opportunity for a 1st Line Service Desk Analyst based in Reading.
Working hours are Monday to Friday 9am to 5:30pm
Working as a Service Desk Analyst you will receive, scope and accurately log customer requests. Following that, process each resulting ticket by conducting fault analysis and diagnosis, vetting and providing technical support. You will achieve this by following agreed processes. Ultimately, you will provide first-line ticket resolution or escalation.
Firstly, you will identify and apply the correct priority, SLA and category as well as capture a full detailed description of the issue. To achieve this you will utilise and update available Knowledge Bases, resulting in the maximisation of the speed resolution and improve customer satisfaction.
Secondly, where first-line cannot resolve a ticket, you will escalate and manage in line with operating procedures. Additionally, when you cannot resolve tickets, assigned them, either to 1st Line Support or the correct resolution group. Keep ticket records clear, concise and detailed and own and manage all tickets assigned to you right through to meeting the SLA.
Futher more, pro-actively monitor, review and chase outstanding tickets to ensure you meet agreed contractual service levels.
Additionally, you will ensure the client is kept fully updated throughout the lifecycle of each ticket. To support this, you will manage customer expectations so as to reduce escalations.
Furthermore, you will ensure that all activities are added to call management toolsets, as well as any customer databases. This may include any chases or follow ups from telephone calls and emails.
Vitally, you will ensure compliance to defined operating procedures, and also maintain high standards of customer service to facilitate an excellent customer experience.
Meet Global Service Desk standards and agreed response times. This will include defined telephony and email service levels by following the SLA.
2 years’ experience as a Service Desk Analyst.
Expert knowledge of call management systems, preferably ServiceNow.
Good understanding of IT networks and IT fundamentals.
CompTIA A+ and/or MCP accreditation, or equivalent job experience.
Excellent proficiency in MS Office Products.
Self-motivated with a willingness to learn.
Ability to adapt to change fast.
Detailed and methodical mindset.
Logical problem solver.
Excellent interpersonal skills with the ability to communicate with customers at all levels.
Superb verbal and written communication skills.
If you are interested, have experience but have questions about this role, please contact GTS.Back to Jobs