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Service Desk Analyst

Posted on Sep 18, 2019 by CV-Library

Inverness, United Kingdom
IT
Immediate Start
Annual Salary
Temporary
We are looking for IT Service Desk Analysts with immediate start dates availableJob RoleTo provide a single point of contact for all staff in relation to IT issues and incidents. To provide exceptional standards of support to all customers and support a variety of products, services and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all SLAs are adhered to. Resolutions should be provided in an effective and timely manner.Working hours between Monday to Friday 08:00-18:00 (8 hours per day)Start date ASAP.Objectives* Provide exceptional customer service.* Fix 95% of resolvable incidents.* Ensure adherence to SLAs.* Ensure that incidents are dealt with according to customer and priority needs.* Ensure all incidents are accurately logged.* Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution.* Follow processes to ensure that a high quality of service is provided to internal and external customers.* Desire to build relationships within the service desk team, the IT group and the wider organisation.* To understand the business and its objectives.Responsibilities* Log all incoming calls to the service desk.* Ensure that information is accurately recorded in the service management tool.* Ensure that incidents are assigned to the correct resolver team.* Co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users.* Work with the problem management team or other virtual teams as required.* Provide basic in-house training to end-users.* Contribute to the knowledge base.* Act as a single point of contact.* Contribute to Problem Management team as and when required.* When required represent the service desk at team and department* Plan and prioritise work to ensure that deadlines and targets are met.* Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments.Mandatory Qualifications* Security clearance as per the standard set by HLC e.g. Disclosure Scotland.Desirable Qualifications/Experience:* ITIL v3 Foundation.* Microsoft Technology Associate or Comp TIA A+ certification.* Experience of working in a customer facing IT environment.* Experience of ticket logging toolsets, such as Remedy or ServiceNow.City centre location, fantastic working environment, performance related bonus

Reference: 210834519

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