2nd Line Service Desk Analyst
Service Desk Analyst
We have an exciting opportunity for a second-line service desk analyst to join a blue-chip organisation in Reading.
This role is 4 on 4 off days and nights (07:00 – 19:00 / 19:00 – 07:00)
Firstly, provide multi-site support for end user incidents and requests relating to their IT environment.
Secondly, prioritisation, analysis, diagnosis, resolution or reassignment of incidents using the knowledge base. This will involve computer and point of sale hardware, operating systems, applications and networks.
Furthermore, maintain clear and accurate timing Iinformation for incident and request.
Support investigation and diagnosis of assigned problems for workarounds and ensure effective management of issues raised through calls, emails, self-service, and face-to-face.
Most importantly, understand and proactively operate the escalations procedures.
You will comply with the quality management, risk management and security policies procedures.
Monitor and report on the status and progress of incidents and requests.
Lead Continual Service Improvement through identification and delivery of process improvements and problem prevention.
Finally, own the customer service standards, making sure they are in line with the PITSC and Partnership values. And alsoo provide advice, support, and mentorship to 1st Line Analysts.
Firstly, be an excellent Team player and problem solver.
Also, work well under pressure as well as inspire confidence within the team.
Experience in identifying problems early, as well as by means of your own discretion and initiative.
Good understanding of when issues need to be escalated in addition to being able to contribute to knowledge management systems.
Use your own judgement to advocate the appropriate application of Partnership wide business processes and policies.
Understand the impact of your own area of work on the relevant operational functions of the Partnerships.
Identify and manage performance improvement activities for the service desk to improve operational performance and reduce costs.
If you are interested in this role as well as have the above skills needed then please apply now.
Head of Sales ICT & UC
Business Development Manager – IT Services
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