2nd Line Service Desk Analyst 49422390
2nd Line Service Desk Analyst
GTS’s IT Jobs in Reading. We have an exciting opportunity for a Second Line Service Desk Analyst to join a blue-chip company in Reading.
Firstly, provide first-class, multi-site support for end-user incidents and service requests relating to their business and IT environment.
Secondly, undertake prioritisation, analysis, diagnosis, resolution, or reassignment of a wide range of incidents using the knowledge base. This includes computer and point of sale hardware, operating systems, applications, and networks.
Furthermore, maintain clear and accurate timely info. This is for every incident and service request.
Support investigation and diagnosis of assigned problems for workarounds. Ensure effective management of issues raised through calls, emails, self-service, and face to face.
Understand and operate the escalations procedures.
Make sure compliance with quality management, risk management, security policies, and procedures are met.
Monitor and report on the status and progress of incidents and service requests.
Lead Continual Service Improvement. Identify, deliver process improvements and prevent problems.
Lastly, own the customer service standards making sure they are in line with the PITSC and Partnership values. Support and mentor 1st Line Analysts.
Firstly, be an excellent team player and problem solver.
Work well under pressure and inspire confidence within the team.
Have the ability to identify problems early. Use your own discretion and initiative.
Good understanding of when issues need to be escalated. Be able to contribute to knowledge management systems.
Use your own judgment. Advocate the application of Partnership wide business processes and policies.
Understand the impact of your own area of work on the relevant functions of the Partnerships.
Identify and manage performance improvement activities for the service desk. This is to improve performance and reduce costs.
If you are interested in IT Jobs in Reading and have the skills needed then please apply now!
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