Service Desk

Our FTSE 100 Utilities client are looking for a Service/Help Desk Analyst to join their team

Description:
The IT Service Desk is the first point of contact for the business to report any IT issue with software or hardware faults.

Duties:
Taking inbound calls from internal customers where they are experiencing any IT related issue. To perofrm this service within a set of predetermined personal KPIs and in line with ITIL Best Practice.

Key Responsibilities:
Taking incoming customer calls and logging the details onto call management systems Providing Analysis and Resolution of Incidents at first Contact where possible Provide full and accurate advice to customers based upon information received Processing and progressing IT requests allocated to you Monitoring/progressing all open calls and requests based on their priority Escalating potential service issues to relevant managers

Experience
Excellent customer service and people skills Excellent listening skills Excellent verbal and written communication skills Excellent keyboard skills and be IT literate Ability to analyse customer information Ability to work under pressure and as part of a team Relevant IT Service Desk experience

The team operate Monday to Friday 7am - 7.30pm and Saturdays 7.30 - 2pm. The shift pattern is based on a rotational basis of each analyst committing to a week of earlies, lates and one Saturday, per rota, which covers a 12 week process.

Please email in first instance

Steria Recruitment Limited acts as both an employment business and as an employment agency.