Service Desk Incident Analyst

Urgent Salary £32,000 + £6,400 shift allowance. Customer Service, IT, Specialist / Other Corsham Full Time

Service Desk Incident 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.

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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!

The company are within easy commutable distance from M4 Chippenham/Corsham/Bath

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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