Codestone
Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off
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Service Desk Analyst - Basingstoke. Shift: 4 days on and 4 days off
About the Role
The Service Desk Analyst is responsible for providing first-line technical support to managed service customers. This role operates primarily within the service desk environment, handling incoming queries via phone, email, and instant messaging platforms. Location: Basingstoke
Work Pattern: This Basingstoke-based role operates on a 4 days on / 4 days off shift pattern, with working hours from 7:00 AM to 7:00 PM on weekdays. Weekend shifts are worked remotely, offering a blend of onsite and hybrid working. Very occasional travel to London to cover on-site shift when required. About Your Experience
Your main responsibilities will include (but not be limited to): • Provide a channel for users to request and receive standard services, via email, phone, and self-service. • Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA’s. • Take ownership of users' incidents and requests and be proactive when dealing with these. • Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure. • Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.
Incidents/Request for Service Duties: • Recording and monitoring all faulty calls & requests for service on the Customer’s ITSM Tool. • Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues. • Escalation to customer internal teams, of faults that they are responsible for resolving. • Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets. • Communication with the customer resolver teams, to escalate and help with triage tickets.
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Systems Support: • ITSM tools • Remote connection tools • MS Office • Windows OS
System Administration: • Record all faults and related occurrences on the ITSM system • Produce and update documentation of fixes for known issues • Upkeep of IT procedures (under direction of Line Manager) What you’ll bring: • Experience working in a Service Desk environment, preferably with a Managed Service Provider. • Hands-on experience with service desk and remote-control software. • Ability to give instructions to a non-technical audience. • Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android. • Proactive, positive, self-starter and team player with a skill of continually improving processes. • Ability to work in a team-based, collaborative environment. • Track record of working in a customer-facing environment. • Ability to digest complex data and relay it to users in a manageable, clear and concise way. • Experience in Customer Service is essential. • Experience of operating in high pressure and fast-moving environments. • Excellent organisational skills. • Service Level and Customer experience level Management experience. • Good computer skills and the ability to use business support software and ITSM tools. • Strong teamwork skills and attention to detail. • ITIL v3 Foundation (minimum) • Experience with Hornbill (Advantageous only) Key Measures and Targets: • Timely response and resolution of Customer queries. • Achieving target Response and Resolution SLA’s. • Positive feedback on any Customer Satisfaction Survey. Key Behaviours
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Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles. Communication Skills: Proficient in communicating clearly and effectively. Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution. Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks. Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment. Attention to Detail: Accurately records and monitors incidents and requests Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues
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