13 May 2022

Service Desk Analyst – Doncaster – Hybrid Working – upto £30k

I am working with a major business involved with manufacturing and distribution to help them grow their Service Desk. The role will involve working with internal and external partners to make sure issues are resolved. This will need strong communication skills as well as a passion for customer service. We all know that not every problem can be resolved but that pill is so much easier to swallow if you have been kept informed each step of the way.

The Role

  • Deliver 1st and 2nd line Service Desk support, providing the single point of contact into the IT department. Tickets may be logged by phone, email or via the Portal.

  • Ensure all incidents and service requests are responded to and resolved within SLA timescales.

  • Carry out initial diagnosis of incidents to ensure the correct business priority and categorization are recorded, and all initial checks are made to ensure incidents can be progressed quickly.

  • Ensure all tickets are logged in the Service Desk tool, with regular updates provide to the end users and correct resolution action taken.

  • Liaison with resolver groups involved in the management of incidents and service requests, including internal IT teams and third-party vendors.

  • Assist in supporting the Service Desk tool set. Production of Service Desk reports as required.

  • Participate in problem management, including the pro-active identification and root cause analysis of problems (based on Service Desk data).

  • Provide resolution action updates within the Service Desk knowledge tools.

  • Provide Service Desk communications and notifications for service outages to IT users, liaising with suppliers and colleagues in the IT department as appropriate.

  • Management and delivery of service requests raised within the Portal, within SLA timescales.

  • Respond to alerts notified to the Service Desk from monitoring tools, ensuring these are assigned to and resolved by the correct support teams or vendors.

  • Follow up on customer satisfaction surveys to ensure business IT users’ feedback is responded to.

  • As part of the Service Desk team contribute to the rota for delivering services on a 24/7 basis (with P1 support provided on an on-call rota during out of hours periods).

  • All Service Desk functions and processes are to be based on ITIL best practice for service management.

Specific requirements

  • Experience of working in a similar Service Desk role (essential).

  • Excellent communication and team-working skills.

  • Excellent customer service skills.

  • Knowledge of IT infrastructure and applications.

  • Microsoft 365 support knowledge.

  • ITIL knowledge and experience, Foundation qualified (desirable).

If this looks like the one for you please apply to be considered.

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