Our client is a leading public sector employer based in Wymondham. Due to expansion they require a Service Desk Analyst to join the team on an ongoing basis.
To Provide telephone and desk side support to the business, diagnosing and resolving customer calls whilst tracking and recording incidents and requests on a call logging system
Provide professional and customer focused 1st line incident management support to all staff
Log incidents and requests, maintaining accurate written records of work completed in line with customer services principles.
Troubleshoot incidents maintaining a high level of first line fix within the Service Desk.
Monitor and report on resources to ensure a high level of availability.
Ensure the service delivered is in line with agreed SLA targets.
Work closely with colleagues within enabling services to provide seamless support to the
Perform any other duties deemed appropriate for the role ensuring a flexible approach to
Demonstrable excellent Customer Service Experience and skills
Knowledge of operating within an ITIL based Service Management function.
Demonstrable commitment to reaching demanding quality targets in a high volume
Ability to take ownership, prioritise and execute tasks
Understanding the SLA driven environment with the ability to consistently meet personal and team targets.
Demonstrable experience of standard Microsoft application software and critical production infrastructure, including use of remote desktop tools
Call handling or previous Service Desk Experience
Excellent written and verbal communication skills
Methodical approach to problem solving and attention to detail
Awareness of importance of accuracy, data integrity and of adhering to procedures
Ability to manage expectations, deal with complaints and improve customer service
Please apply online or call Maxine or Andrea on 01603 616190 or email email@example.com