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Service Desk Analyst OOH - SC Cleared

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Salary: £25.52 per hour


Greater London, London

Job Advertiser

Concept Resourcing
Registered: 06 May '18
Postings: 88
Followers: 0, Following: 0

Job Reference: BBBH43705

Job Duration:

Start date: ASAP

Description:

Applicants for this role must be SC ClearedJob Title

1st Line Analyst SC - Service Desk OOH

Department

Service Desk

Responsible For

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.Responsible To

Service Operations Team Leader

Main Purpose of Job

· 1st Line Support of Wintel / Retail and Hardwarerelated incidents.

· Accurately log incidents and ensure all relevant data is captured whilst logging the incident.

· Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

· Proactively keeping Customers informed on incident or request status and progress.

· Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.

· Adhering to Incidentmanagement procedures.

· Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

· Resolve >60% of incidents logged as a First Time Fix

· Keepingup to date with the current standard procedures.

· Proactively maintain and develop knowledge, skills and experience throughclient contact, industry sources, formalised training and development plan.

· Provide a point of technical escalation and expertise.

· Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager

· Escalate potential problem issues with Problem and Incident Management.

· Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

· Contributing to team meetings.



Knowledge & Experience

· Strong 1st line working experience

· Good knowledge of IT platforms, equipment and applications.

· Proven Customer service skills

· Up to 12 months' experience as an analyst within a similar environment

· Industry recognised qualifications in relevant area is desirable (i.e. MCP)

· Up to 12 months remote support experience of

o Windows Operating Systems (Essential)o Citrix (Desirable)

o Cisco Telephony Systems (Desirable)

o Hardware troubleshooting of both desktop and server hardware. (Desirable)

o Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc (Desirable)

·Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)

· Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable

· Experience of working to SLAs andKPIs and to be able to accurately describe their purpose is desirable.



· This role requires the successful candidate to either hold SC Clearance or to be willing to go through the process of Clearance



Personal Attributes

· Positive, enthusiastic and supportive individual.

· Effective communication skills.

· Ability to take ownership of and progress incidents to resolution.

· Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.

· Ability to work under pressure andapply existing knowledge to unknown areas.

· Ability to work in a team and to support team members.

· Structured troubleshooting skills and inquisitive nature.

* Passionate, professional, with a 'can-do' attitude at all times
* Proactive thinking
* Problem management and Problem solving



Applicants for this role must be SC Cleared.

Industry: IT

Salary: Up to £25.52 per hour

Salary Benefits:

Vacancy Type: Permanent

Job Skills: IT Knowledge, Customer Service, Microsoft Office, SC Clearance

Contact Name: Gabriel Imevbore

Website: -

Direct Application URL: -

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Position Details

Advert Ref: #3007770
Posted: 17 Nov '22
Visits: 13