Service Desk Analyst in Basingstoke

Overview

Provide a channel for users to request and receive standard services via email, phone, and self-service.

Maintain a high degree of customer service for all interactions and adhere to service management principles within contractual SLAs.

Take ownership of users' incidents and requests and be proactive in addressing them.

Responsibilities

• Provide a channel for users to request and receive standard services via email, phone, and self-service.
• Maintain a high degree of customer service for all customer interactions and adhere to service management principles within the contractual SLAs.
• Take ownership of users\' incidents and requests and be proactive when dealing with these.
• Perform fixes within your skill level and escalate to other analysts when unable to resolve the issue, while maintaining overall ownership of the issue until its closure.
• Follow up with other analysts and the customer for updates on open incidents/requests and regularly update the user on progress.
• Record and monitor all faulty calls and requests for service on the ITSM tool.
• Triage and resolution of faults/requests where the customer has provided access and knowledge to resolve the issues.
• Escalate to customer internal teams for faults that they are responsible for resolving.
• Communicate with the users being supported, both via the ticket and over the phone, to record and triage the tickets.
• Communicate with the customer resolver teams to escalate and help with triage tickets.
• Record all faults and related occurrences on the ITSM system.
• Produce and update documentation of fixes for known issues.
• Upkeep of IT procedures under the direction of the Line Manager.

Qualifications

• Experience working in a Service Desk environment, preferably with a Managed Service Provider.
• Hands-on experience with service desk and remote-control software.
• Ability to give instructions to a non-technical audience.
• Experience with Active Directory, Windows OS systems from 10 onwards, and i OS & Android.
• Proactive, positive, self-starter and team player with a skill of continually improving processes.
• Ability to work in a team-based, collaborative environment.
• Track record of working in a customer-facing environment.
• Ability to digest complex data and relay it to users in a manageable, clear and concise way.
• Experience in customer service is essential.
• Experience of operating in high pressure and fast-moving environments.
• Excellent organisational skills.
• Service Level and customer experience management experience.
• Good computer skills and the ability to use business support software and ITSM tools.
• Strong teamwork skills and attention to detail.
• ITIL v3 Foundation (minimum).
• Experience with Hornbill (advantageous).
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