Service Desk Analyst, first line support, 1st line support, IT service desk
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IT service desk analyst

  • Job reference: AQIT627
  • Location: Taunton, Somerset
  • Job type: Temporary
  • Area of Expertise: IT
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Job description: I am currently recruiting for an IT service desk analyst to work in Taunton.

This role does fall inside IR35 and is initially for three months.

The service desk analyst will be working in a professional and commercially orientated environment, as a member of a small team. The team will act as the first point of contact for all IT issues for all areas of the IT Department, exhibiting exemplary customer service skills as they work together to achieve the KPI targets. The ability to deliver quality support to end users is paramount to this role. This post holder will be operating in a pressured environment where every day is different and priorities can change quickly.

For this wide and varied role, it is essential that all team members have a high level of communication skills, exhibit technical competence, and, follow strictly agreed processes whilst documenting and recording queries and actions. The role will involve making use of remote management tools to support end users, manual handling in accordance with Health & Safety guidelines whilst deploying and removing IT equipment, the adherence to security protocols, and, the confidential handling of business and customer data. From time to time the role will involve working on project work, focusing on project tasks alongside team tasks, and, reporting back to project managers as required. All team members report to the Service Support Lead and will be subject to performance management.

Essential experience:

1.Six months experience in a Service Desk or similar role-undertaking request handling activities.
2.Evidence of positive customer facing communication skills.
3.Strong capabilities in following documented processes and verbal instruction.
4.Adaptable to change and capable of learning new skills &requirements.
5.Technically competent such that the skills required to set upend user devices can be conducted successfully, first time.
6.Self-motivated, proactive with a "can do attitude.
7.Well-developed written and oral communication skills.

Primary accountabilities:

* Record all support requests received by telephone or email in the Call Logging System
* Follow call handling processes to provide an efficient service for the user including the appropriate use of wrap time, talk time, breaks, hot buttons and logging in.
* Record, monitor, update and respond to support requests in a timely manner, owning each call to completion, or, by reassigning it to other areas of the department, as per process.
* Use remote support tools to assist users and resolve issues, agreeing to customer visits as a last possible outcome/action.
* Undertake the set up and delivery of IT and mobile equipment to users as required.
* Proactively monitor requests and systems and act accordingly to fix issues before they become major incidents.
* Engage fully and be an active participant in all Critical Incident and Problem Management activities.
* Complete all registers as requested eg equipment registers, signing in and out, time sheets etc.
* Perform routine maintenance tasks regularly to maintain asset registers and any Call databases within the Call Logging System.
* Escalate any unusual events or issues to Team Lead
* Be prepared to advice, train and cross skill colleagues as an ongoing process to maintain and strengthen team performance.
* Act as a project resource, reporting back to project managers, as required.
* Perform all required as part of the role such that the team will be successful and alleviate / customer KPI targets will be achieved.
* Employ customer focused communication techniques, both written and verbal, in the handling of all requests and face to face communications.
* In every activity, support the business by maintaining a commercial focus in all end user or Client communication.

If this role is of interest to you, please contact Andy at Service Care Solutions on 01772 208968 or email