Service Desk Analyst

Location

Leiston/Office based

Contract

We are Hiring IT Service Desk and Request Management Analyst will be the first point of contact for providing technical support to the accounts designated users. Activities require a competent aptitude for working with applications / computer systems / handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.

Your Responsibilities

• In conjunction with the ‘Purpose of the Role’ statement above, the job incumbent will be required to deliver such services on an operational rotated 365 days in a shift working basis including Weekend and Night shift.
• Keying the incidents from Client ticket system to Partners ticket system and vice versa
• Coordinate end to end with various parties for printer incident closure within SLA
• Pro-actively assist customers to avoid or reduce problem recurrence
• Act as an escalation point agent when difficult or controversial calls/ tickets that are received.
• Provide and assist other analysts
• Review and acknowledge service requests as per process
• Take overall responsibility for service request handling
• Act as a further escalation point for the coordinators.
• To act as a single point of contact for phone calls, chat, portals, and emails etc. from staff regarding IT issues and queries
• Responsible for troubleshooting IT related issues such as but not limited to software / applications to hardware, such as desktops, laptops, printers, and Phones of the accounts designated users
• Log all customer contacts in tool provided and take ownership of incidents to their desired conclusion
• Installation of all applications and resetting passwords to all enterprise applications
• Escalate unresolved calls to various application and infrastructure support teams
• Closely monitor and meet ticket SLA targets
• Effective time / task management, as well as the ability to be flexible and creative on any given task
• Operating within a 247365 as per agreed shift Rota
• Willingness to take on extra responsibility, as and when required
• Responsible for monitoring and maintaining defined SLA’s
• Identify process improvement opportunities
• Handle contacts in a professional manner with utmost quality
• Work as a backup for other functional teams when necessary.
• Perform Quality analysis when required
• Responsible for aged ticket follow up and closure
• Create Knowledge articles on common issues
• Act as the designated backup for Incident Manager when reasonably instructed to do so
• Monitor alerts related to components of infrastructure
• Responding to the alerts
• Follow the process and procedures that are introduced but not limited to the above points.
• Apply temporary/ permanent fixes, as required to eliminate issues
• Collaborate with other departments and team members to implement procedures, methods, and best practices.
• Stay updated about the latest information and apply that to the job