The Service Desk analyst is a new position that will join a newly formed Service Desk team who provide telephone and remote support to end users and partners. The Service Desk analyst will be responsible for :

• Dealing with telephone calls and emails from end users for IT support and service requests

• Performing 1st level triage and support in the resolution of end users issues

• Using problem solving skills to facilitate and increase the number of 'first time fixes'

• Taking ownership of end users issues all the way through to resolution

• Logging, prioritising, categorising and updating incident, problem and request tickets

• Troubleshooting issues over the phone and with the use of remote desktop access tools

• Dealing with end user's issues and providing updates on the progress of their resolution

• Ticket reassignment to 2nd and 3rd level resolver and fulfilment teams when necessary

• Creating and updating knowledge articles and standard operating procedures

• Confirming with end users on closure of their tickets and performing escalations when necessary

• Working with 3rd parties and vendors in the resolution of support tickets

• Thinking 'outside of the box', and cultivating innovative solutions and workarounds in the resolution of end user's issues

• Interact and build relationships with end users

• Structured in working to targets and deadlines so that service level targets can be meet and exceeded

• Acting as an ambassador for IT and delivering high levels of customer service with a goal to exceed end users expectations

• Continually improving the level of IT support delivered to the end user's.

• Role to be Shift based.

Duties will include -

1. Dealing with telephone calls and emails from end user's for IT support and Service Requests.

2. Performing 1st level triage and support in the resolution of end user issues.

3. Using problem solving skills to facilitate and increase the number of 'first time fixes'

4. Taking ownership of end user issues all the way through to resolution.

5. Logging, prioritising, categorising and updating incident, problem and request tickets.

6. Creating, updating knowledge articles and standard operating procedures.

Experience and skills required -

• Previous experience of working on an IT Service desk for a medium to large organisation.

• Proficiency of providing telephone assistance and remote support for End User computing (EUC) on a 1st and 2nd line basis.

• Previous experience of using ITSM tools, like Service Now.

• Understanding of ITIL and the Service Management principles.

• Experience of working under pressure in a shift pattern to deliver agreed targets and SLA's.

• Ownership and accountability of the ITIL incident management process, and SR process, including the escalation to 3rd party suppliers.

• SDI Certification a plus

• ITIL Foundation certification.

• Good communication skills, the ability to articulate technical solutions to a non-technical individual.

• Teamwork

• Enthusiastic, and willingness to continue learning.

This role is to start asap and will pay £21,000 to £27,200 p/a depending on experience.

Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Networkers and may assist with processing your application.