Shift Service Desk Analyst ( 1st LIne) Job, Portsmouth

A fantastic opportunity to join an International giant in the Secure arena. Our client is looking for a Shift Service Desk Analyst to join their busy Helpdesk in Portsmouth!

Shift Service Desk Analyst (1st Line) – Permanent – Portsmouth – Up to £22,000 + 20% bonus

*Candidates must be willing to undergo full UK SC Clearance

Key responsibilities:

  • To participate in a 24 x 7 shift rota covering a 4 on, 4 off working pattern
  • To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards
  • To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
  • Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
  • To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA’s
  • To respond to customer chases or escalations on calls professionally
  • To log and escalate calls with third parties
  • To complete a variety of checks and monitoring activities on Infrastructure throughout the shift and as directed by the Shift Senior
  • To effect a handover of events to the incoming shift team

Skills Required:

  • Proven Service/Help Desk experience
  • Customer Service Experience, both face to face and over the phone
  • Proven experience in using a Service Management system to manage all incidents and requests.
  • Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.
  • Ability to apply technical fixes, using agreed IT toolsets
  • Ability to utilise active listening, analysing and understanding the needs of the customer
  • ITIL awareness
  • Ability to progress escalations
  • An understanding of Active Directory
  • Language skills preferred
  • Customer Focused, committed to providing a professional 1st line service
  • Able to work within a high volume and fast paced environment

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