Service Desk Analyst
Our leading IT Client is looking to recruit a number of Service Desk Analysts to join a new team in Newcastle.
Ideally with experience in a customer service/contact centre role, you will provide a customer sensitive, responsive support, fault resolution and advice service. You will deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and email. This service will ensure the maximum availability, performance and utilisation of information systems for customers on behalf of the client.
Responsibilities:
- Transferring sensitive information between numerous internal systems
- Deliver 1st Line Support via the Service Desk, receiving incidents and service requests from customers, escalating to 3rd parties and resolver groups, ensuring desk standards are met
- Actively troubleshoot to identify, assess, record, resolve and/ or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner
- To improve users confidence in the use of computer software, being empathetic to a variety of new and experienced learners needs
The ideal candidate will have knowledge of IT and be proficient in the use of Microsoft software packages. Knowledge of ITIL processes would be preferred but is not essential.
You will have excellent communication skills, a professional attitude and a good telephone manner. You will also have the ability to work under pressure and meet targets.
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