Service Desk Analyst

Apply for this Desk Analyst role online

A fantastic opportunity has arisen for a Service Desk Analyst to join well established blue chip organisation based in Cambridge.

Technical Service Desk Experience – 1 year or more

Description

Firstly, this is a service desk role, although we are looking for someone with strong customer service skills. Also, some training will be provided but someone with basic technical skills would be preferable.
The Analyst should have knowledge and working experience in Network and Infrastructure troubleshooting and maintenance.

A SNAPSHOT OF WHAT YOU WILL BE DOING:

Firstly, gathering information to resolve Incidents or Service Requests.
Remote support, which will often involve speaking with the customer, so good
communication skills are required.
Act as the 1st point of escalation for any and all cases that would require
technical knowledge.
Identify, recommend, develop and implement end user training programs to increase
computer literacy and self-sufficiency.
Assist in the development and communication of help sheets, usage guides and FAQs for the end
users.
Additionally, assist in the development, implementation, and administration of service Centre staff
training procedures and policies around newly introduced software as well as hardware.
Finally, contribute to escalated problem resolution by giving in-person, hands-on support to
end users when necessary.

IDEALLY, WE ARE LOOKING FOR THE BELOW KEY SKILLS, EXPERIENCE AND ATTRIBUTES:

Passion for customer excellence.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Ability to conduct research into root-cause issues and products as required, as well as present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed, whilst possessing keen attention to detail.
Team-oriented and skilled in working within a collaborative environment.

If you are interested, have experience but have questions about this role, contact GTS.

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