Service Desk Analyst 5025
£24-26,000 p/a with quarterly 5% bonus
Service Desk Analyst
The salary is £24,000 to £26,000 plus a quarterly 5% bonus.
Hours working hours are 06:00 to 22:00 but include some weekends. Also, the hours are on a rotational shift pattern.
This position will suit someone with great customer service skills with the ability to work well under pressure and at a fast pace. Provide technical support for Computers and Laptops, Point of Sale hardware, Operating Systems, Applications, and Networks.
Firstly, provide first-class, multi-channel support for all end-user incidents and service requests. Maintain a high level of First Contact Resolution (FCR) for all Incidents and Service Requests.
Collect and maintain clear and accurate info for every incident or service request to provide relevant data to the end user, other IT Partners, or 3rd Parties.
Ensure effective triaging is completed in the first instance for all contacts received.
Prioritise, analyse, diagnose, resolve, or reassign a wide range of incidents using the Knowledge Base.
Also, understand and operate the escalations procedures.
Ensure effective management of incidents or service requests, using agreed incident management and request fulfillment processes and meeting agreed SLA targets.
Ensure compliance with quality management, risk management, security policies as well as procedures.
Also, monitor the status and progress of incidents and service requests.
Finally, contribute to Continual Service Improvement through the identification of process improvements and problem prevention.
We are looking for candidates with previous experience working in a call centre or service desk with a passion for IT.
Private medical and dental insurance
Blue Chip benefits
So if you are a Service Desk Analyst looking for your next exciting opportunity please apply today!
Want to learn more about IT qualifications, salaries, skills, and roles? Take a look at this article about IT Support Career Paths.
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