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Worthing, West Sussex
Service Desk Analyst
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Salary: £21000 - £24000 per annum |
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Overview
Working for a leading Utilities company you will be part of a busy service desk working as the single point of contact for end users. There is a competitive salary on offer of £21000 - £24000 per annum as well as an attractive benefits package. Role Responsibilities: Dealing with telephone calls and emails from end users for IT support and service requests Performing 1st level triage and support in the resolution of end users issues Using problem solving skills to facilitate and increase the number of 'first time fixes' Taking ownership of end users issues all the way through to resolution Logging, prioritising, categorising and updating incident, problem and request tickets Troubleshooting issues over the phone and with the use of remote desktop access tools Dealing with end user's issues and providing updates on the progress of their resolution Ticket reassignment to 2nd and 3rd level resolver and fulfilment teams when necessary Creating and updating knowledge articles and standard operating procedures Confirming with end users on closure of their tickets and performing escalations when necessary Working with 3rd parties and vendors in the resolution of support tickets Knowledge/experience required: Previous experience of working on an IT Service desk for a medium to large organisation. Proficiency of providing telephone assistance and remote support for End User computing (EUC) on a 1st and 2nd line basis. Previous experience of using ITSM tools, like Service Now. Understanding of ITIL and the Service Management principles. Experience of working under pressure in a shift pattern to deliver agreed targets and SLA's. Ownership and accountability of the ITIL incident management process, and SR process, including the escalation to 3rd party suppliers. SDI Certification a plus ITIL Foundation certification. This is an ideal opportunity for someone who is looking to take the next step in their career Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc. Gattaca Plc provides support services to Networkers and may assist with processing your application. This job was originally posted as www.totaljobs.com/job/89937542