Service Desk Analyst (London)

We are currently recruiting a Service Desk Analyst based in London on a 3-month ongoing contract.

The Service Desk Analyst role will be part of delivering a high level of quality customer support to ensure that the best possible levels of service excellence and availability are maintained. Due to the nature of the role the candidate may be required to work a 24/7 shift pattern and must be able to obtain security clearance. The primary objective is to provide a single point of contact between the services being provided and the users. Typically this will involve managing incidents and service requests, and also handling communication with the users.

£20 per hour.

Key Decisions / Responsibilities

• Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional and meeting call quality standards
• Categorise incidents against agreed classifications
• Ensure incoming incidents/service requests are logged accurately ensuring all relevant information is obtained, correctly prioritised and caller is advised of unique reference number
• Assign the incident to the correct resolver group and ensure that incident response SLAs are met
• Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within SLAs
• Ensure that the user is kept informed of progress, that delays are avoided in responses and that incidents are updated with any progress, customer comments or third party updates
• Ensure that all work is carried out and documented in accordance with required standards, methods and procedures
• Log and manage calls with external support desks
• Apply first time fixes when required; identify and progress a first time fix resolution

Capabilities, Experience & Qualification Requirements:

• Customer focussed approach: exceptional communication and organisational skills, active listening, strong customer liaison skills underpinned by a professional telephone manner
• Have strong personal development and motivational skills – required to be flexible, positive and have good interpersonal skills; be self-driven, organised and able to work to deadlines
• Typing skills to ensure quick and accurate entry of incident or service request details
• Ability to work autonomously and within a team to support the end user efficiently
• Ability to manage and take responsibility for incident tickets assigned in relation to specialist software functionality
• Ability to prioritise tasks and escalate high-profile issues
• Ability to use initiative to keep users and internal stakeholders informed of progress in relation to incidents
• Ability to analyse, problem-solve & quickly learn bespoke software; exceptional analytical skills to determine resolutions accurately
• IT literate particularly around products like MS Windows and MS Office
• 4 GCSE’s (or equivalent) including Maths and English

Apply online or contact Lloyd at Peel Solutions for more information.