Service Desk Analyst
The Client is a leading IT services company that provides cloud based and infrastructure services to public, private and third sector organisations and specialist managed IT services in the education, government, utilities and charities sectors. The Client works in partnership with its customers to gain a deep understanding of their organisation and then creates a technology strategy to support transformation, drive operational efficiency and reduce costs. Making IT work better for customers is the ultimate goal. The Service Desk Analyst will provide ticket logging, technical support and ticket resolution to a range of internal and external customers. The role may involve ticket logging, processing, fault resolution, remote support and full responsibility for handling, escalations, follow up and customer service. This role would provide an excellent opportunity for an individual with a customer service background who wishes to develop their skills within an IT service desk environment.
First point of contact for Customers
Logging incidents and service requests from customers received via telephone, e-mail and customer portal and process accordingly
Avoid service level breaches of tickets
To provide an excellent customer service and value to end users
Escalation of tickets to resolver groups when required
Ensure customers are kept updated on progress of tickets
Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
Work in accordance to company policies, procedures and standardsEssential
1 - 2 years' previous experience in a customer service desk environment
Previous experience using helpdesk systems- (logging tickets)
Excellent communication skills (both written and verbal)- able to communicate technical solutions to non-technical individuals
Good knowledge of different Windows OS- 7 / 8 / 10 etc.
Previous experience using Active Directory, any experience using Citrix products is beneficialDesirable
Experience in an IT service desk environment or onsite IT delivery.
Knowledge of ITIL processes- ITIL v3 certification is beneficial- although not essentialCapita IT Resourcing is acting as an Employment Business in relation to this vacancy