Service Desk Analyst

Job Type:
Permanent
Job Sector:
IT
Region:
Yorkshire
Location:
Batley
Salary:
£18,000 to £18,000 per annum
Salary Description:
�18k per year + benefits
Posted:
27/12/2018
Recruiter:
The rpc Group of Companies
Job Ref:
8422/2018/EN9670FC

The Company and the Role:
Amazing Service Desk Analyst opportunity within an award-winning Telecommunications business in West Yorkshire. This is a full-time permanent role offering office based first line support and problem solving, working Monday to Friday 37.5 hours per week.
Working in a service desk team taking calls from external customers with hardware and software problems.
Resolving all problems and offering support over the phone, working to agreed KPI's and SLA's held by the business.
You will also offer continuous improvement feedback, to improve the customer experience, as you are looking to build rapport and appropriate relationships with customers and colleagues around the business.

Key Features of the Role:
As a Service Desk Analyst, you will be logging and categorizing calls on a call logging system, recording details clearly and concisely about the fault and what has been tried.
Providing feedback to users regarding their issues until a resolution can be found, which can require liaising with other internal and external support teams.
You will take ownership of any case, working within specified KPI's and SLA's, set in place as part of the Service Desk Analyst team, calling customers back when agreed, as well as internal and external stakeholders in the fault resolution.
You will provide trend analysis from Service Desk software including assisting with daily and or weekly reports.
Making sure 1st time fixes are achieved without escalation, escalating unresolved incident when no fix can be found, and monitoring the 2nd line technical teams follow up and resolution is completed.

Knowledge and Skills:
As Service Desk Analyst you must have good technical knowledge of Windows 7, 8 and 10.
You must be accomplished and knowledgeable in Windows Server and MS Exchange Administration Support, including Active Directory, as well as Microsoft Office.
You must have knowledge and experience using Remote Control Software (VNC, Dameware, Bomgar), Network folder access permissions and configurations.
You must be an accomplished telephone handler and effective communicator, having worked in a call centre, service desk team or similar inbound call handling role, using active listening skills with customers, colleagues and external contacts.
You must be understanding and technically minded, able to quickly understand the client, their products, and how the fault can affect them in their industry, knowledge and experience working with ITSM tools such as 'HP Service Centre' and 'Service Now', 'Citrix', 'Backup Solutions', 'Cloud Computing Environments', and 'ITIL Foundation certification'.
You must have proven analytical and problem-solving abilities, especially in relation to continual service improvement.

What's on Offer?
Basic salary of a Service Desk Analyst is �18,000 per annum.
Working hours are Monday to Friday 37.5 hours per week, with working shifts starting at 6:30am finishing at 7:30pm, no weekends, your shift pattern will be confirmed in advance so you know if you are working an early, normal or late shift.
25 days holiday + bank holidays + additional 1 day's holiday for every year worked up to 30 days holiday maximum.
The option to buy up to an extra 5 holiday days.
4 Weeks Company sick pay, childcare + eye care vouchers
Discounted Medicash membership
Employee of the Month rewards across the business
Employee discount at over 1,200 retailers (food, travel, clothing stores etc.)
Discounted comp

Contact Details:
The rpc Group of Companies
Tel: 023 8022 4654
Fax: 023 8022 0808
Contact: Frank Canonico
Email:

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