IntaPeople are working with a Global Technology Consulting firm who require an experienced Service Desk Analyst to join their team ASAP.
This role is based on a rotational shift pattern, working between the hours of 06:00-22:00, including some weekends.
This position will suit someone with great customer service skills with the ability to work well under pressure in a fast-paced environment. This includes providing technical support for Computers/Laptops, Point of Sale hardware, Operating Systems, Applications and Networks.
Key Responsibilities
- Provide first class, multi-channel support for all end user incidents and service requests, maintaining a high level of First Contact Resolution (FCR) for all Incidents and Service Requests.
- Collect and maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT Partners or 3rd Parties.
- Ensure effective triaging is completed in the first instance for all contacts received.
- Undertake prioritisation, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base.
- Understand and proactively operate the escalations procedures
- Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets
- Ensure compliance with quality management, risk management, security policies and procedures.
- Monitor the status and progress of incidents and service requests
- Proactively contribute to Continual Service Improvement through identification of process improvements and problem prevention.
About you
- 2-3 years experience in the same role
- Proven ability to provide great customer service under pressure
- Comfortable working in a busy office environment
- Within commutable distance to Bracknell
Please apply directly or reach out to s.young@intapeople.com with further questions
*Due to a high number of applicants we won't be able to provide feedback to everyone*