Role Purpose: The Service Desk Analyst's role is first and foremost to deliver
excellent customer service, communication and to focus on getting our internal
customers back up and running when they experience issues with their IT. This
includes receiving, prioritising, documenting and actively resolving help requests and
escalating incidents when considered appropriate and necessary to deliver within the
agreed service level.
You will play a key role in delivering an excellent, effective customer focused 1 st line Service Desk service to our internal customers, demonstrating outstanding communication and focusing on getting our customers back up and running when they experience issues with their IT. This will include receiving, prioritising, documenting and actively resolving help requests and escalating incidents when considered appropriate and necessary to deliver within the agreed service level. You will provide hands-on fixes at the desktop level, assisting in software releases, apply diagnostic
utilities to aid in trouble shooting and alert management to emerging trends in incidents.
Exceptional interpersonal skills, with a focus on relationship-building and delivering excellent customer service.
Highly computer literate with excellent communication and interpersonal skills and the enthusiasm to impart this knowledge to the company.
Demonstrable Service Desk support experience working with and for customers in order to resolve their IT needs.
Skills in fault diagnosis and troubleshooting.
Ability to analyse issues, potential impacts and risks to the business, and to prioritise workloads and resolve/escalate accordingly.
Aptitude and willingness to rapidly learn new technologies.
Knowledge of basic computer hardware such as PDA, Tablets and thin-clients.
Experience with desktop operating systems and software, including Windows XP, Windows 7,Microsoft Office, VMWare View.
Extensive application support experience with standard housing association applications such as Orchard, Universal and IBS considered an advantage.
Knowledge of basic networking technologies including monitoring and troubleshooting techniques.
Knowledge of day to day administration and support of VOIP telephony systems including ACD and voice recording solutions
Familiarity with the fundamental principles of ITIL.
Exceptional written and oral communication & strong documentation skills.
Strong customer service, resource management and communication skills.
Significant personal drive balanced with a passionate, engaging, encouraging and motivating approach.
Dealing with internal issues, skills in fault diagnosis and troubleshooting
If you have further inquiries about this role, please do not hesitate to contact our office at: 02033-71-7671