SERVICE DESK ANALYST

at  AllRecruits Ltd

The Service Desk Analyst assists customers with any issues or requests for service that they have and ensure that we deliver resolution for this. As the frontline for our customers, this role is essential to our success as a business ensuring that we deliver our services effectively and efficiently leading to great customer outcomes.

Responsibilities

• To ensure that all phone calls, emails & alerts to the Service Desk are recorded correctly as Service Tickets.
• To provide Service Desk-based Level 1 & 2 issue resolution to customers in accordance with the service level commitments for each customer.
• Develop and maintain positive relationships with clients and become a trusted advisor to them.
• Provide excellent customer service via the phone and email systems, recording user details and accurate information relating to the request.
• Take shared responsibility (across the Service Desk team) for Incident Management and Service Request fulfilment on the Service Desk.
• Ensure all Service Desk activities are performed as per current Operations Processes and procedures.
• Triage, assign & schedule tickets as required, and in accordance with Operational Processes for the Service Desk.
• Ensure assigned tickets are responded to and customers are kept informed of progress and outcomes.
• Continual monitoring of alerting systems, raising and / or actioning tickets in response to alerts.
• Ensure all escalation processes and procedures are adhered to according to relevant customer SLAs.
• Log and take responsibility for support cases with suppliers and other third-party organisations, as required for any customer.
• Consistently meet Service Desk KPIs, as set by the Operations Manager.
• To represent products and services and at every opportunity, increase revenues and retain existing customers.

Qualifications

• 1+ year’s operating within an IT Service Desk / Help Desk support environment and providing
• Level 1 & 2 support.
• Excellent phone communication skills and written communication skills.
• Able to work well within a team environment and with minimal supervision.
• Strong service orientation.
• Accept responsibility, take ownership of tasks and ensure completion of commitments.
• Ability to deal directly with customers and suppliers for the supply of goods and services.
• Innovative – Resourceful - Takes the initiative - “Can do” attitude.
• A working knowledge of Desktop Operating systems, Windows 10 in particular.
• Basic understanding and working knowledge of network technologies, WAN, LAN & WiFi.
• Experience using the Microsoft Cloud Services Portal.
• Experience supporting O365, Microsoft OS & Applications.
• Experience with MS Server Operation systems.
• Working knowledge of AV solutions
• One of more of the following certifications: Microsoft MS900 – 365 Fundamentals / Microsoft MD100 / Microsoft MS100

• To ensure that all phone calls, emails & alerts to the Service Desk are recorded correctly as Service Tickets.
• To provide Service Desk-based Level 1 & 2 issue resolution to customers in accordance with the service level commitments for each customer.
• Develop and maintain positive relationships with clients and become a trusted advisor to them.
• Provide excellent customer service via the phone and email systems, recording user details and accurate information relating to the request.
• Take shared responsibility (across the Service Desk team) for Incident Management and Service Request fulfilment on the Service Desk.
• Ensure all Service Desk activities are performed as per current Operations Processes and procedures.
• Triage, assign & schedule tickets as required, and in accordance with Operational Processes for the Service Desk.
• Ensure assigned tickets are responded to and customers are kept informed of progress and outcomes.
• Continual monitoring of alerting systems, raising and / or actioning tickets in response to alerts.
• Ensure all escalation processes and procedures are adhered to according to relevant customer SLAs.
• Log and take responsibility for support cases with suppliers and other third-party organisations, as required for any customer.
• Consistently meet Service Desk KPIs, as set by the Operations Manager.
• To represent products and services and at every opportunity, increase revenues and retain existing customers