Product Features
Blog
Contact Us
Sign In
Eden Scott Ltd
,
Livingston, West Lothian
Service Desk Analyst
|
|
Salary: Up to £175000 per annum + +shift allowance & benefits |
|---|
Overview
New opportunity for a Service Desk Analyst to provide 24-hour, 365 day 1st line IT support for our clients' emergency services customers and their internal systems based at their offices in West Lothian. You should have a successful track record in delivering high volume Service Desk / Helpdesk Support services and be responsible for updating the Service Management System and, where necessary, proactively identifying and escalating SLA breaches. Essential skills and experience: Provide 1st line technical support; answering support queries via phone, email and web. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Take ownership of user problems and be proactive when dealing with user issues. Ability to troubleshoot level 1 incidents and if necessary log onto customer environment remotely (e.g. password reset, access to shares, desktop setup) Identify parts required for onsite engineer to complete job Identify engineer skill levels required for on-site visits Ability to pick up Remote Operations Alerts and via scripting resolve issue (may be no action to be taken, fix remotely, or pass to remote operations engineer) Understand and work to meeting customer SLAs Flag escalated issues to manager prior to customer escalation Log and update all calls on the call management system. Ensure all jobs are passed to the correct teams as appropriate Ensure all required information is gathered and recorded in a clear and concise manner Monitor client systems as required, and proactively respond to, and record any issues identified. Allocate more complex calls to the service desk team leader. Arrange for external technical support where problems cannot be resolved in house. Adhere to company rules, policies and procedures including time keeping Operate within a team working providing 24x7x365 coverage. Working within the Teams Shift Rota System and provide cover as necessary Provide remote assistance by taking control of a user's desktop. Strive to achieve agreed first time fix ratios Skills: Have confidence in dealing with customers and provide a credible and professional approach. A high degree of customer focus Previous Helpdesk (telephone support) experience. Experience with using Help Desk software such as but not limited to Remedy, Assyst, Altiris or Solarvista. Intermediate knowledge of Microsoft based operating systems Experience with using and troubleshooting Outlook within a network environment Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint. Basic understanding of PC hardware set-up and configuration. An understanding of Service Delivery processes Basic understanding of Active Directory Please send your CV ASAP to apply. If this job isn't what you're looking for - get in touch and we'll help you find a role that's right for you. Is there someone you'd recommend? Make all the networking pay off by referring a friend In return, we'll make a financial contribution to a skills training course of your choice. Get in touch for more details This job was originally posted as www.totaljobs.com/job/89960130