Service Desk Analyst in Milton Keynes

Role Title: Service Desk Analyst

Duration: 12 month contract

Location: Milton Keynes. Fully onsite. Either 8-4pm or 10-6pm

Rate: up to £178.85 p/d Umbrella inside IR35

Role purpose / summary

The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by VWFS' IT Services Strategy to all in VWFS UK, VW Bank Ireland and the retail network, with associated high levels of service and satisfaction.

The Service Desk Analyst's responsibilities include incident and service request logging, providing technical first time fix solutions and escalating service request and incidents to second level Support areas where necessary.

Key Skills/ requirements

• Responsible for a technical 'first time fix' where possible, working towards defined targets and KPIs.
• Responsible for ensuring internal and external calls are answered effectively and efficiently and within the required SLA.
• Responsible for assigning the correct impact and urgency of incidents and requests.
• Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction
• Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers.
• Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the IT Contact Centre Manager.
• Responsible for organising own daily work tasks using the incident management system.
• Communicating written and verbal updates with stakeholders from all levels within the business.
• Administration and resolution of complaints, escalating where required.
• Create and maintain knowledge base and local working instructions.
• Manage escalations for all service users, providing full business impact analysis.
• Responsible for activities that require Service Desk approval for new products and services accepted into service.

DECISION MAKING SCOPE

• Providing decisions on first line analysis and impact assessments in conjunction with the defined procedures and support from IT Services management.
• Decisions required when escalating to out of hours support when systems are not functioning as expected and immediate intervention is required.
• Decision required when progressing an escalation to a manager in the IT escalation process

KEY CHALLENGES

• Demonstrating regular ability to analyse new and unknown scenarios and provide steer and decision to support the best customer journey.
• Being able to manage consistent approaches to challenges, internally and externally from the department.

Mandatory

• Experience in an IT Service Desk role, with Personal Computer and technical support skills.
• Proven experience of Microsoft Office.

Desirable

• ITIL foundation qualified.
• Service Desk / Customer Care certification.
• Previous experience in Financial Services, Automotive Finance or retail consumer finance (B2C).

SKILLS & PERSONAL CHARACTERISTICS REQUIRED

• Time and priority management skills to enable efficient customer service delivery.
• Self-motivated and a strong team player.
• Ability to competently support incident resolution both independently and as part of a team.
• Ability to learn and support new applications and systems.
• The ability to influence others (both internally and externally) is essential in order to support users in completing actions.
• Proven verbal and written customer handling skills to enable customer satisfaction.
• Ability to cope within a pressurised environment whilst meeting deadlines.
• Proven analytical skills.

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