Service Desk Analyst

Group Service Desk Team Lead we are pleased to advise that we are now recruiting for a Service Desk Analyst.

The Role

The shift pattern available is: Friday 10am-2pm, Saturday and Sunday 8pm-8am As part of the 24/7 European IT Service Desk team you will be working across a broad range of technologies and liaising with multiple areas of the business to support our european environment. Customer service will be your passion with hunger for learning and personal development. This role will be part of the newly created IT Infrastructure and Operations team, within the Pilgrims Shared Services Centre. As a Service Desk Analyst you will be supporting your colleagues in the delivery of exemplary customer service and management of incidents and service requests. You will be responsible for customer support and incident response. You will follow approved processes including incident management and request fulfilment to ensure a high level of customer service. 

Job Responsibilities

• A technologist at heart with a passion for excellent customer service
• Ensure all incidents and requests (telephone, email, self-service and walk-ups) are handled and progressed within Service Level Agreements
• Actively manage the Service Desk Queue
• Ensure incidents are categorised, updated and assigned correctly
• Ensure Major incident Management process is invoked promptly for high priority incidents
• Manage VIP incidents / requests
• Identify and implement Service improvements for the Service Desk
• Manage and populate the Service Desk knowledgebase and manage engine Solutions in collaboration with other IT support teams
• To provide technical guidance to colleagues at all levels
• Providing an efficient, personalised support service to our business users.
• Ensuring that work is correctly prioritised and actioned to meet fixed business service levels agreements and deadlines.
• Action tickets promptly, in a professional service led manner.
• Wherever possible resolving and closing tickets at the first point of contact.
• Able to remain calm, focussed and professional.

What You’ll Need

Essential:

• Aligned to the company’s core values and competences
• Experience in a customer support role in a medium to large organisation, with technical support responsibility.
• Strong customer service and excellent communication skills
• Experienced in incident impact analysis.
• Analytically minded and ability to solve problems
• Flexible approach to work and positive attitude to work
• Team Player

Desirable:

• Formally qualified in IT either through a primary degree, post graduate masters or professionally.
• ITIL qualified or experience gained from managing in an IT service management environment