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Service Desk Analyst

£17.5 - £21.83 per hour
Location

Derby

Contract type

Full Time

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Service Desk Analyst; 1st & 2nd line support; ITIL


Service Desk Analyst
Contract role - 6 months
Excellent rates of pay
Immediate Start
Your new role
This is a role for talented and hardworking analysts providing a 24x7x365 IT Service Desk based in our client offices in Derby.
As an Analyst, you will respond to, log and resolve requests from customers and employees across the globe that are making IT related enquiries, requests and reporting faults. Day to day, the role will provide a cross section of 1st and 2nd line IT support to internal and external customers. The role will also provide Operations Centre services around system monitoring. 1st line duties include logging tickets and offer appropriate technical support and resolution of issues and requests. You will manage the entire process, following up where required and ensuring that all customer contacts are actioned and brought to a satisfactory conclusion. 2nd line duties include making standard/regular changes to live systems and databases in order to maintain/improve customer service. The role also requires more detailed investigation into technical matters following documented procedures. System operations centre duties include responding to monitoring system reports and to automated alerts from infrastructure components. The role will require the technical investigation of the causes of these alerts and basic maintenance of Microsoft Server services. You will also be responsible for supporting a proactive continuous service improvement culture. We strive to exceed customer satisfaction expectations on the phone and via email, so outstanding written and verbal communication skills are essential for you to be successful in this role. The actual hours of work are to be determined but the role will require regular night shifts and weekend work. For this you will receive an appropriate shift allowance. Position Purpose As a technician the Service Desk Analyst provides an effective, efficient and courteous technical service to all customers and all employees, by applying solid understanding of IT to incidents, requests and standard change while adhering to procedures and knowledge articles. You will deal with the customers via all Service Desk contact points and troubleshoot, analyse, diagnose, log and engage appropriate technical skills to resolve the customer's issue. The analyst will work to achieve personal and team customer service goals, subject to close managerial control and review of results. Detailed Responsibilities
Provide 1st line technical support for all customer contacts by participating in service desk provision on a rota basis.
Respond to all customer contacts(Phone, email, requests, changes) in a professional and polite manner and in accordance with the agreed structure of the defined Service Level Agreement (SLA)
Carry out 1st line responsibilities, including troubleshooting, diagnosing and resolving incidents and service requests while adhering to reference practices, procedures and knowledge articles
Carry out basic 2nd line duties such as troubleshooting issues with applications and performing regular data changes to live databases via scripting (SQL, XML, etc)
Perform Operations Centre duties for monitoring, processing and reacting to alerting using Microsoft Server services
Setup and configure new services on the Service Management tool according to instructions and procedures
Undertake account administration including new starters set up, standard application configuration changes, standard data load activities and system monitoring
Perform a basic level of Major Incident Management when working out of normal office hours
Experience and Qualifications Essential
Proven customer service experience
Good problem solving skills
Excellent written and verbal communication skills
Flexible and able to operate to time sensitive deadlines, managing multiple channels of activity and maturity of judgement to diagnose level of customer need.
Demonstrate a broad understanding of the IT industry
Degree educated or equivalent, or equivalent work experience
A broad understanding of IT technologies including operating systems and software
Proven ability to work both independently and within a team, with excellent organisation skills
Fluent spoken and written English
Desirable
ITIL Foundation Certificate (V2 or V3) and experience of working within a Service Management environment
Technical Service Desk experience
Experience of Enterprise Service Management tool, preference with ServiceNow
Experience of working with ACD telephone systems
Application support skills, including basic SQL scripting, querying and command skills.
Basic knowledge of XML
Service Desk Institute Qualified
Microsoft Certified

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By applying a Hays account will be created for you. Hays's Terms & Conditions and Privacy Policy will apply.

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By applying a Hays account will be created for you. Hays's Terms & Conditions and Privacy Policy will apply.

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