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SCOPE OF WORK:
As a Service Desk Analyst, you will be responsible for delivering IT Service Desk support to users across the Client estate, providing excellent customer service and a single point of contact.
TASKS:
• Works on the IT Service Desk, answering phone calls from customers within Client requiring IT Support ;
• Logs any calls received on the IT Service Desk system ;
• Resolves incidents wherever possible at first point of contact within the agreed operational framework of policies and processes, minimising impact to the end user. Effectively manages outstanding incidents, prioritising resources and escalating issues where necessary ;
• Provides a high standard of customer service in-line with performance targets defined for the IT Service Desk ;
• Identifies and resolves incidents from all areas of the business within agreed parameters, ensuring 1st line resolution is achieved wherever possible without referral to further support teams;
• Responds in a timely manner to all logged incidents and requests including email, telephone or through the automated system;
• Ensures all requests are fulfilled within the agreed Service Level Agreements ;
• Owns incidents end to end, ensuring accurate and timely updates are maintained in the incident management system ;
• Escalates high priority incidents to both internal and external teams, in line with agreed processes ;
• Consults with 2nd/3rd line technical teams to resolve incidents that are beyond the technical scope of the Service Desk ;
• Maintains an effective working knowledge of incident resolution across all areas of the Service Desk, in order to maximize customer service and call resolution;
• Determines opportunities for enhancements to known solutions within the IT Service Desk knowledgebase ;
• Evaluates customer feedback as required, in order to respond where service has not met expectation. Drive associated improvement actions ;
• Contributes to service improvement projects across the IT Service Desk as required;
• Provides support to ensure the effective running of the operation during out of hours periods as required ;
• Performs ad hoc tasks to meet unanticipated events or user requirements.
REQUIREMENTS:
- Proven experience of at least 5 years in help desk roles;
- University degree in a relevant domain;
- Advanced English level
Telecommunications company specialized in designing, installing and operating critical technical infrastructures for companies and organizations
