NEW – Senior Service Desk Analyst

Urgent £32,000 + £6,400 Shift allowance Customer Service, IT, Specialist / Other Corsham Full Time
Senior Service Desk Analyst

A new opportunity to join this innovative data organisation based between Bath and Chippenham. This pioneering organisation provide high security data storage solutions and services to a diverse client base within both the private and public sector.

 

Duties include:

  • Take ownership for the appropriate communication and management of all priority Incidents and Requests, following established processes
  • Work with all Service Desk policies and procedures, including documentation of proper Incident and Request detail, logging all relevant information.
  • Check Incident/Request information is accurate, complete and ensuring that appropriate priority level has been set, updating Incident/Request with additional information as required.
  • Dispatch Incidents/Requests to appropriate resolver groups according to procedures.
  • Follow Incident/Request ownership guidelines for each Incident/Request and assist in the closure, when resolved.
  • Ensuring appropriate communications are made to all interested parties for Incidents, Request Fulfilment, Problems, Changes, Planned Maintenance and Business Continuity, in line with SLAs.
  • Responsible for internal and external responses to customer service failures or Requests.
  • Co-ordinate all planned and ad-hoc service work on shift in line with agreed priorities and service levels.
  • Production of monthly reports and reviews, when required.
  • To work with and assist our clients in providing contracted and ad-hoc managed service.
  • Achieve expected level of productivity across shift, as agreed with Team Lead.
  • Adhoc admin tasks to support the team.

 

 

Experience/Skills:

  • Ideally you will have at least 1 year working in a Service Desk environment
  • A minimum ITIL Foundation Level would be desirable
  • Excellent problem solving approach
  • Calm measured approach
  • Excellent understanding of customer service
  • A good understanding of change management in a contact centre
  • Track record of customer satisfaction with a strong focus on results
  •  Clean driving licence

The role operates on a 24/7 shift basis.

Salary £32,000 + £6,400 shift allowance.

Excellent company benefits. Free parking!

It is company policy, as a matter of courtesy to respond to all applications within three working days. However, because of the volume of applications, we are sometimes unable to respond to individual candidates. If we have not contacted you within three working days your application has been unsuccessful and your details have not been retained. Please apply for any other position that you may see in the future.

 

 

 

 

 

 

Please note: Map location is not accurate and is only provided as a guide to the job location.
Reference: KJA313651
Contact: Katherine

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