Service Desk Analyst (Swindon)

We are currently recruiting for a Service Desk Analyst in Swindon.

Pay rate: PAYE 11.68 per hour/UMB 14.39 per hour.

Contract duration: Temporary ongoing

Purpose:

• To provide 1st line IT support to the client’s staff, partners and 3rd party suppliers.
• Deliver high quality service that meets the needs of the customers ensuring that consistent policies, standards and processes are understood and adhered to.
• To work with the relevant Teams ensuring continual service improvement is embedded as an outcome of monitoring trends and incident management through the Service desk Service.

Duties: 

• Provide a professional and effective 1st line technical support service with a high percentage of first time fixes.
• To investigate incidents and take action to resolve these incidents whilst monitoring trends and enabling problem management.
• Ensure calls answered, resolved or passed to other areas within agreed SLAs and KPIs.
• Consistently monitor, review and improve standards and processes with a view to continuous improvement and customer satisfaction.
• To support the IT Major Incident Process across the IT Estate.
• To communicate known and potential problem areas to end users and management and to update progress to resolution and closure.
• To escalate incidents to subject matter experts internally and externally as required.
• To ensure incidents and requests are allocated to the correct resolver groups if not resolved by Service Desk.
• To ensure that work is carried out in accordance with SBC’s agreed policies, standards, methods and procedures.
• To use the Service Desk System in line with agreed processes, data quality is maintained and information managed in line with relevant policies.
• To use remote support tools to provide customer support and assist with software configuration, deployment and investigate and resolve incidents.
• To provide an effective service in facilitating the requirements of ICT users starting, leaving or changing their role with SBC in line with the ICT Computer Security Policy including account set-ups and permission amendments.
• To work as part of a Service Desk supporting team members.
• Provide IT support services to customers through various channels and interfaces (telephone, email, web, remote support tools).

Knowledge and Experience:

• GCSE or equivalent in 5 subjects including English and Mathematics.
• Telephone support experience in a customer service role.
• IT literate with proven basic IT skills.
• Active Directory experience desirable.
• Experience of supporting IT Users.
• Proven planning and organisational skills.
• Highly Motivated with a Positive Professional attitude.
• Desire to provide a high standard of service.

Contact Olivia Mason for more information on this vacancy or to apply call 07789557717.

You can also email olivia@peel-cyber.co.uk