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Service Desk Analyst (Prestwich)

Job Details:

We are currently recruiting a Service Desk Analyst based in Prestwich.

MAIN DUTIES AND RESPONSIBILITIES:

• Acts as a single point of contact, providing first line support for troubleshooting, known IT issues, service requests, queries and advice. Facilitates the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities.

• Engages with customers in a professional and courteous manner.

• Receives incidents and service requests from customers, via a variety of means, such as telephone, email, web portal, fax, etc.

• Records incident and service requests using the IT Service Management tool to raise a ticket, enters detailed and accurate information.
• Undertakes initial assessment of requests, consulting the knowledge management database. Resolves incident where appropriate based on contractual scope and obligations.

• To utilise all available products and tools to assist in the efficient installation of software and resolution of incidents Provides technical advice and guidance to customers on the use of IT equipment, including but not limited to; the self-support portal, desktop systems and their associated software, telephony, LAN networks and peripherals.

• Provides effective handover and communication of customer enquiries/incidents to the correct managed service provider, communicating accurate information, coordinating their efforts to ensure resolution of incidents in a timely manner and in accordance to service level agreements.

• Initiates escalation procedures when necessary, especially when Service Level Agreements are breached or major incidents occur. For example to Managed Service Supplier resolver groups.

• Tracks incidents and service requests throughout their lifecycle.

• Keeps the customer up-to-date regarding the on-going status of their incident or service request. When an incident has been resolved, ensures the customer is satisfied with the resolution before it is closed.

• Keeps the Force updated by different means of communication regarding the on-going status of incidents affecting service.

• Communicates planned and short-term changes of service levels to customers and other stakeholders.

• Takes end to end responsibility of logged incidents and requests and monitors work progress and service levels.

• Updates knowledge management database ensuring it is accurate and upto date.

• Identifies business opportunities.

• Highlights customer training and education needs.

• Provides management information and recommendations for service improvement.

• Where appropriate consults the knowledge management database, undertakes research and liaises / co-ordinates the suppliers to assist towards resolving issues.

• Makes decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints and the availability of necessary information.

• Represents the Service Desk Manager as appropriate and when required.

Apply online or contact Joe Dutton on 01925 377 878 for more information or email joe@peelsolutions.co.uk

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