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Pontoon
,
Chester, Cheshire
7978 - First Line Service Desk Analyst
Overview
FIRST LINE SERVICE DESK ANALYST OPPORTUNITY CHESTER 12 MONTHS INITIALLY Pontoon has an exciting opportunity for a First Line Service Desk Analyst to join our global financial services client based in Chester on an initial 6 month assignment. For more than 200 years, our global Financial Services Client has been helping people around the world connect with what matters most to them. The company is one of the world's leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. You will be responsible and accountable for carrying out day to day tasks of the IT Service Desk function- taking calls, working with internal bank employees, resolving their issues and answering IT queries. The Service Desk currently deals with approximately 550 calls per day increasing constantly. In addition, you will be actively taking part in driving industry best practice within the team and working globally with your counterparts to continue to develop a world class service desk. Day to Day Responsibilities: Provide a consistent and customer focused approach when dealing with all telephone calls Troubleshoot and provide first contact resolution where possible Log tickets with accurate and clear information including priority Direct call routing to support teams and escalation where required Use and maintain existing processes and procedures towards achieving SLA Ensure training and development plans are maintained for your own personal development What I'm looking for: Dependable Customer Service background Excellent written, verbal, communication skills Work well as a team and build relationships to the global partners Excellent organizational skills, with the ability to prioritize workload Ability to multitask and maintain focus on all areas of responsibility concurrently Background Experience with an IT support role supporting a large user base Good understanding and knowledge of clients, technology and processes supported within the Service Desk environment Proficient in MS Office suite ITIL Certifications/Understanding/Awareness Candidates will ideally show evidence of the above in their CV in order to be considered. Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly. Pontoon is an employment consultancy and operates as an equal opportunities employer.