Service Desk Analyst

Permanent @JobPloy Solutions Jobs in IT
  • Portsmouth, Hampshire View on Map
  • Post Date : September 14, 2022
  • Apply Before : October 29, 2022
  • Salary: $0 - $2525000
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Job Detail

  • Career Level Manager
  • Experience Fresh
  • Industry Development
  • Qualifications Certificate

Job Description

Service Desk Analyst

4 on 4 off working pattern (12 hour working day inclusive of breaks)

£25,293/year

Based onsite in Portsmouth

Candidates must be eligible for SC clearance

Responsibilities:

To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards
To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA's
To assist with mailbox processing when required, logging customer issues/requests and replying to any queries
To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
To log and escalate calls with third parties where required, ensuring communication back to the customer
To complete a variety of checks and monitoring activities on Babcock Infrastructure throughout the shift and as directed by the Shift Senior
To effect a handover of events to the incoming shift team

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