Service Desk Analyst

  • Full-time

Company Description

The Service Desk Analyst provides support for incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components.

The Service Desk Analyst will respond to incidents or requests in a timely manner and will always endeveour to exceed customers expecations by providing a best in class service.    The service desk analyst will ensure that all agreed SLA’s and KPI’s are met and exceeded wherever possible.

The Service Desk is also focused on the continuous improvement of service for our customers. It is also key objective to build rapport with our customers both internally and externally to help drive customer loyalty and customer satisfaction.

Job Description

  • Job Title: Service Desk Analyst
  • Location: Birstall, West Yorkshire
  • Salary: Up to £20,000 DOE
  • Hours: 37.5 hours, 7:00am-7:00pm, Monday-Friday

The Service Desk Analyst provides first line support and offers resolution to external customers, assisting them with hardware and software problems via the phone and email with the aim of exceeding SLAs/KPIss

Your Responsibilities:

  • To ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of incidents, Service Requests and Service updates
  • To meet and exceed KPI’s measures
  • To ensure all customers are provided with a best in class service experience
  •  To log and categorise incidents or requests on the call logging system with an appropriate level of detail
  • Take full ownership of Incidents and Service Requests through to resolution, ensuring that Incidents and Service requests which cannot be resolved at the Service Desk are escalated to the correct resolver teams and proactively managed and to confirm resolution, satisfaction and acceptance.
  • To liase and manage with any 3rd Party Suppliers which maybe involved in the resolution of an incident
  • To provide customers with regular updates in line with SLA’s
  • To ensure that a suitable level of first time fix is achieved as per agreed KPI’s
  • Housekeeping tasks, monitoring, checking and dispensing fixes for known issues
  • Contribute effectively to the establishment and maintenance of the departmental knowledge base
  • Any other duties commensurate with the role

 

Qualifications

  • Experience of performing a customer-facing role responsible for delivering high quality and time-critical service
  • Experience of working in an IT Service Desk function in an organisation of comparable size and complexity
  • Experience of working to, and consistently meeting, Service Level Agreements and targets
  • Understanding of and experience of using ITIL processes for Incident & Problem management
  • Excellent written and verbal communication skills
  • Proven planning and time-management skills
  • Experience of using IT Service Management tools for recording, managing and resolving of Incidents and Service Requests
  • Ability to clearly translate technical issues and solutions in plain language to non-technical audience
  • Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations
  • A questioning nature with the ability to think laterally to diagnose and resolve root causes of technical incidents
  • Must be able to quickly understand the client, their products and their industry
  • Strong analytical/problem solving abilities, especially in relation to continual service improvement
  • Eligible to work in the UK full time without restriction

Desirable

  • Knowledge and experience working with ITSM tools such as Service Now
  • ITIL Foundation certification

 

Additional Information

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

  • Up to 38 days holiday, plus bank holidays
  • The day off on your birthday!
  • Fantastic learning and development opportunities through "Daisy University" to help you achieve your career goals. 
  • Access to excellent discounts and savings at more than 1,200 retailers
  • Access to exclusive offers on a range of Daisy products
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