1st Line Service Desk & Video Conferencing Analyst

at  SCC

SKILLS AND EXPERIENCE:

• Demonstrable knowledge of working within a Service Desk Environment
• 1st Line technical support skills
• Good written & communication skills.
• Good telephone manner
• A customer-orientated approach with excellent communication and organisational skills.
• Focused on delivering agreed objectives and results.
• Ability to drive results within tight timeframes.
• Ability to effectively influence and negotiate with personnel at various organisational levels.
• PC skills (incl. MS Office family, Bespoke applications etc)

ABOUT US

SCC is Europe’s largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

IF YOU ARE SELECTED FOR INTERVIEW, AND NEED ANY REASONABLE ADJUSTMENTS MADE FOR YOUR INTERVIEW, PLEASE LET THE SCC TALENT ACQUISITION TEAM KNOW, AT THE POINT OF SCHEDULING.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/
Sustainability at SCC - https://www.scc.com/sustainability-at-scc/
Life at SCC - https://www.linkedin.com/company/scc/life

ROLE PURPOSE:

The 1st Line Service Desk Analyst is responsible for supporting the client’s internal users on their desktop environment. In addition the job holder is also required to Support and setup Video conference requirements.

KEY RESPONSIBILITIES:

• Conduct early morning checks to identify any potential service incidents, i.e. network and room availability. Raise appropriate records to resolve any found incidents.
• Receive, log & Diagnose incidents from Customer Users
• Attempt 1st time fix or identify the resolver in order to meet the set SLA’s
• As required dispatch to the relevant support teams, ensuring call update are applied
• Keeping open communication streams with Users and resolvers
• Validate resolution and resolve Incidents accordingly
• Monitor despatched incidents against SLA and initiate escalation process if appropriate
• Owning and seeing the incident through to the end.
• Check Systems to monitor usage of network and IWAN capacity whilst Video Conference sessions are in operation and make adjustments.
• Liaison, by phone and email regarding multi-way bookings in accordance with agreed policies.
• Facilitate ad-hoc/emergency Video Conference requests where participants have requested in advance or are experiencing difficulty connecting, including external companies.
• Provide a point of reference service for booking and operational procedures