Service Desk Analyst Job, Portsmouth

Do you pride yourself on delivering exceptional customer service? Do you want to work for an organisation that will train and push you further than “have you tried turning it off and on again?”

Service Desk Analysts – Portsmouth – £21,000 per annum plus benefits

Do you pride yourself on delivering exceptional customer service? Do you want to work for an organisation that will train and push you further than “have you tried turning it off and on again?”

If you have experience working as a Service Desk professional or have a mixed background of technical skills and customer service and want that first rung on the technical ladder, then we have the position for you!

Our global client are looking to expand their Service Desk with a number of Analysts and are interviewing immediately

Core role:

  • 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 assist with mailbox processing when required, logging customer issues/requests and replying to any queries
  • To log and escalate calls with third parties where required, ensuring communication back to the customer

Key experience and qualifications:

  • 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. E.g Remedy, ServiceNow etc
  • 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, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure would be advantageous

(Candidates will need to satisfy full UK SC Clearance for this position)

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  • Portsmouth (Hampshire, England)
    Job Location
  • Up to £21500 per annum
    Job Salary/Pay Rate
  • Permanent
    Employment Type
  • Intermediate
    Job Level

  • Job Category