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Service Desk Analyst

Eingestellt von Steria

Gesuchte Skills: Engineer, Design

Projektbeschreibung

JOB TITLE: SERVICE DESK ANALYST

SALARY: UP TO £18,000

LOCATION: WARRINGTON

Steria is a world-leading technology and outsourcing business, we run a sophisticated mix of back-office functions for many household names in sectors ranging from Retail to Financial Services along with Utility Companies and Public Sector Organisations.  Through improving their clients’ IT and business processes, enable them to do more of what they do best.

With over 19,000 employees and plans for expansion, this is a great time to join the organisation as you will be pivotal to our continued development and growth plans. We’re offering you the opportunity to do more too - using your business skills and knowledge, and your creativity, to add more value than clients would traditionally expect.

ROLE OVERVIEW

This is a great opportunity to join a very successful service desk team, giving you exposure to multiple clients in a diverse shared service centre environment.

RESPONSIBILITIES

You will be a taking customer/user calls, investigating, and allocating resolution to second line engineers or escalating to a service manager.

Ensure telephones are being manned during service hours and within SLA’s.

Ensure incidents/problems are logged, tracked and resolved by first line fix or second line engineer.

Assist in handling of major incidents and outages.

Demonstrating customer service excellence in all situations.

Update design and content of management and hosted websites.

Publication of service and security bulletins and warnings using Intranet websites.

ESSENTIALS:

- Proven experience of working on a helpdesk in an IT environment.
- A proven level of technical knowledge, such as Microsoft MCP qualified, advantageous but not essential.
- Proven experience and knowledge of MS office packages (at intermediate/advanced level). Specific technologies or qualifications may be required depending on the requirements of the role.
- Proven Customer service skills and experience of dealing and resolving difficult customer issues. Should be able to demonstrate customer service excellence.
- Experience of working within Service Level Agreement’s.
- Excellent organisational skills and be used to working to deadlines in a demanding environment.
- Awareness of ITIL service management processes and practices is advantageous but not essential, ITIL Foundation v3 qualified
- A positive attitude towards teamwork and contribute to the achievement of Team Goals.
- Knowledge of Service desk systems such as HP Service Desk, HP Openview and associated tools is advantageous but not essential.
- The ability to explain technical issues in a Customer Friendly way.

The successful candidates will be required to obtain security clearance to SC level

On offer is the opportunity to work for a UK top 10 IT Consultancy and Service provider. The role comes with a competitive salary, the opportunity for further development and the potential for a wide and diverse career within Steria.

Steria is committed to establishing and maintaining a working environment which is free from discrimination and which values all employees as individuals. All employees and prospective employees are selected, recruited, trained and promoted solely on the basis of their skills and behaviour.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Medien/Design, Ingenieurwesen/Technik

  • Skills:

    engineer, design

Steria