IntaPeople have partnered with a Global Technology Consultancy who require a 2nd Line Service Desk Analyst ASAP.
The main aim of this role is to provide excellent customer service and high quality resolution to all Partners as part of a 2nd Line Support team
Key Responsibilities
- Provide first class, multi site support for all end user incidents and service requests relating to the business and IT environment, maintaining high levels of ownership throughout the incident lifecycle.
- Undertake prioritisation, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base, including computer and point of sale hardware, operating systems, applications and networks.
- 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 and to enable effective triaging or request fulfillment
- Responsible to support investigation and diagnosis of assigned problems for workarounds and/or root causes. Proposes solutions to problems and implements solutions if Change Management is not required
- Own customer service on a call by call basis, taking end to end responsibility for all service requests
- Ensure effective management of issues raised through calls, emails, self service and face to face and handle the resulting incidents or Service Requests, using agreed incident management and request fulfilment processes.
- 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
- Lead Continual Service Improvement through identification and delivery of process improvements and problem prevention.
- Take ownership for customer service standards on a case by case basis ensuring all users are provided with the highest possible level of customer service in line with PITSC and Partnership values.
- Provide guidance, support and mentorship to 1st Line Analysts
About you
- 3+ years experience doing the same role
- Customer focused
- Excellent communication and decision making under pressure
- Commutable 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*