CAREERS

Service Desk Analyst

Reference: 1044

Description

Requisite skills

The successful candidate will be required to act in a service desk role providing single point of contact. Providing support to both internal and external customers as needed. The role will involve providing support services to both Leeds & Wycombe Network Operations Centre’s. Duties to include Incident Management, reporting, Account Management for key customers, resource co-ordination & SLA management..

• Incident Management
• Provide Customer Response
• Supplier Liaison
• System Monitoring
• Delivery of Reports

• Provide Single Point of Contact for Key Customers
• Maintain high levels of customer satisfaction
• Achieve consistent customer survey statistics of the expected level
• Maintain & Manage Customer SLA expectations though Incident management
• Recognise weaknesses in policies & procedures & assist with implementation of improvements
• Assist in the identification of Business Opportunities
• Delivery of Customer Service Reports

Skills and experience required:

A Good understanding of ITIL and Service Management Practices.
Be able to network effectively, negotiate well and influence people, broker relationships with key stakeholders within and outside any given project.
Be able to demonstrate an analytical and systematic approach to problem solving.
Is able to communicate fluently both orally and in writing
Is able to write detailed & accurate reports
Is customer oriented eager to learn, dynamic, motivated, flexible and service-minded team player who is able to work independently or as part of a team