Service Desk Analyst

05 Aug 2017
30 Aug 2017
Contract Type
Full Time
We are currently recruiting in our IT Department for a Service Desk Analyst. We are looking for an experienced individual to act as the first point of contact for all IT incidents and requests. To develop and maintain excellent working relationships with internal customers, IT teams and external suppliers, and to ensure that service levels are continuously monitored and improved.

Your challenge

In this role the key responsibilities will include:

* Receive and log all calls and emails from internal customers and record all pertinent information.
* Provide initial assessment of categorisation and prioritisation for all incidents.
* Ensure incidents are assigned and escalated where necessary to the relevant support teams.
* Provide regular communication to customers concerning the status of incidents Maintain ownership of incidents ensuring status updates and resolution according to KPIs.
* Proactively manage all individual and team assigned incidents and new requests.
* Resolve 68% of incidents on a FTF basis using information available in the SSG portal.
* Provide initial assessment of all Service Requests.
* Provide regular communication to customers concerning the status of Service requests.
* Ensure relevant proof of approval is visible in all Service Requests.
* Maintain ownership of Service Request ensuring status updates and resolution according to KPIs.
* Provision, maintenance and deletion of user accounts:
-Active Directory user profiles
* Knowledge and in-depth experience of IT Service Management processes and procedures:-
-Incident Management / Service Request Management
-Problem Management /Change Management
-Asset Management /Service Catalogue / Service Level Management
* Understanding of the Change Management process.
* Maintaining the Asset Management & Software Licensing databases accurately and timeously
* Process all Leaver Requests in line with the Employee Exit Administration Policy.
* Issue all companywide communications relating to Changes, outages, downtime, deployments and upgrades.
* Carry out Asset Management updates.
* Carry out daily Reims session checks.
* Contribute towards the creation, review and update of support documentation for all systems
* Drive process improvement to continually improve service and reduce costs.

Key skills & experience

* ITIL (v2 or v3) Foundation Level (minimum) is essential.
* Service Desk professional qualification.
* Two or more years' experience working in a busy and diverse service desk role.
* Incident /service / asset management experience.
* Service Catalogue.
* Excellent problem solving skills with a logical approach.
* Good working knowledge of the business.
* Excellent Customer Interaction Skills.
* Experience of working to an ITIL Framework.
* Experience of Mobile Devices and Technologies.
* Excellent Team Player.
* Self motivated with a positive attitude.
* Prioritisation of workload / time management skills.
* Excellent Collaboration Skills.

The process

If you have the skills and experience in the above areas and would like to be considered for this role please apply at [URL removed]