Service Desk Analyst

at  Savills

KEY SKILLS

• Excellent customer service skills
• Consistent provision of a responsive, effective and personable IT support service to exceed customer expectations
• Identify business impacting incidents and escalate according to the escalation process
• Highly motivated, willing to continually update knowledge and skill set

ROLE OVERVIEW

The Service Desk Analyst role ensures customers can operate Savills’ systems in order to achieve their business aims by receiving, prioritizing, documenting, and resolving requests.

KEY RESPONSIBILITIES

• Answer incoming help requests from end users via telephone calls within 3 rings and also deal with e-mails and portals, in a courteous and timely manner
• Document all user identification information, including name, department, contact information, and nature of problem or issue
• Identify and learn appropriate software and hardware used and supported by Savills
• Escalate problems (when required) to the appropriately experienced support analyst.
• Prioritize and schedule problems.
• Keep callers appraised of fault’s progressClosing completed queries to avoid escalation