Entry Level Service Desk Analyst

ENTRY LEVEL SERVICE DESK ANALYST

The primary responsibility of this role is to support the business by responding to customer calls in relation to IT systems & infrastructure, establishing resolutions and providing superior customer service.

RESPONSIBILITIES OF SERVICE DESK INCLUDE:

- Support IT systems & infrastructure by resolving problems and carrying out routine changes.
- Answering calls from customers, and keeping customers fully informed of incidents and changes relevant to them.
- Providing regular information to customers regarding IT related issues.
- User Administration - creation, amendment, deletion and management of user accounts on the network and business applications.
- Resolving IT problems and communicating progress.

ESSENTIAL

- Strong Customer Focus: Ability to empathise with customers, build rapport and be determined to resolve problems and take end to end ownership of issues.
- Proven experience in a customer service role.
- Self Management: Ability to organise time effectively and punctually thereby meeting the demanding needs of the customer base.
- Adaptability and Flexibility: willingness to change plans at short notice to deal with urgent issues.
- Communication: effective listening and communication skills. Incumbent must be prepared to communicate first & frequently, maintaining an excellent phone manner and an ability to calmly work through problems with customers at all times.
- IT Skills: proven experience assisting with personal computers, printers, scanners, Microsoft Office & Microsoft Outlook.

For more information please call Russell.