Service Desk Analyst

This role is based from our Hartlepool office. This will be covering core shifts which are Monday to Friday between 8am- ;

• Demonstrate excellent customer service and influencing skills across various mediums.
• Knowledge of using Microsoft office suite ( Outlook / Excel )
• Flexibility in approach
• Self Motivated
• Ability to make decisions and take ownership
• Excellent attention to detail
• Ability to follow instructions
• Experiencing of working in a first line role and a understanding of ITIL is desirable but not required.

Role involves

• To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
• To manage the customer mailboxes and ensure timely logging of emails in ITSM Tool.
• To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures.
• To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
• To provide first line investigation and diagnosis where applicable ensuring that IT issues & faults reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimizing the disruption to critical system.
• Resolve basic hardware / software problems.
• To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group
• To resolve those incidents/service requests classified as First-Line-Fix, password resets and account reactivations/deactivations etc
• To keep users informed of progress (especially post SLA breach)
• To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
• To reflect on customer feedback through customer call closure surveys
• To contribute to team meetings
• To undertake all required training for the role
• To provide IT support & preventative maintenance for all contracts.
• To ensure comprehensive documentation of procedures are maintained, and to ensure that system documentation and support process is regularly reviewed.
• This will be covering core shifts which are Monday to Friday between 8am-

Qualifications

• Demonstrate excellent customer service and influencing skills across various mediums.
• Knowledge of using Microsoft office suite ( Outlook / Excel )
• Flexibility in approach
• Self Motivated
• Ability to make decisions and take ownership
• Excellent attention to detail
• Ability to follow instructions
• Experiencing of working in a first line role and a understanding of ITIL is desirable but not required
• Previous experience working in a 1st line role or similar.
• Must be eligible for UK Security Clearance
• Additional Information
• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/ sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
• All colleagues get free access to Linked In Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
• Service Desk Analyst • Hartlepool, England, GB
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