IT Service Desk Analyst

at  Openwork UK Ltd

You will be a highly motivated person who is passionate about delivering an outstanding service, resolving IT issues and requests to an extremely high standard for Openwork Colleagues and Adviser Firms.
You will be a natural troubleshooter with a talent for multi-tasking and prioritising workload, able to resolve desktop and application issues & requests to a high standard, and continually learning new skills in order to support a ‘shift left’ culture.

KEY ACCOUNTABILITIES:

• Ensure an exceptional level of customer service and satisfaction is always met
• Accurate ticket logging of all IT incidents and service requests whilst managing your ticket queue, making sure calls are prioritised and closed within SLA.
• Managing calls to the agreed quality standard, including answering the call with standard greeting, correct triage of call, explaining next steps if necessary,
• Perform remote troubleshooting through diagnostic techniques and triaging calls to a high standard.
• Supporting a multitude of technologies such as, Audio Visual, desk & mobile phones, laptops, Microsoft dynamics and Office 365 as well as Inhouse applications.
• Make judgment calls on problems that should be escalated to management
• Escalate major incidents to IT management quickly and clearly, obtaining as much detail about the incident as possible including impact
• Contribute towards the internal Knowledgebase helping to create documentation.
• A strong commitment to continuous service improvement. Proactively identifying areas where the service desk can Improve their service offering and the customer experience.

Please refer the Job description for details