About the role
About the Role
The Service Desk Analyst is responsible for providing first-line technical support to managed service customers. This role operates primarily within the service desk environment, handling incoming queries via phone, email, and instant messaging platforms.
Location: Basingstoke
Work Pattern: This Basingstoke-based role operates on a 4 days on / 4 days off shift pattern, with working hours from 7:00 AM to 7:00 PM on weekdays. Weekend shifts are worked remotely, offering a blend of onsite and hybrid working. Very occasional travel to London to cover on-site shift when required.
About Your Experience
Your main responsibilities will include (but not be limited to):
• Provide a channel for users to request and receive standard services, via email, phone, and self-service.
• Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA’s.
• Take ownership of users' incidents and requests and be proactive when dealing with these.
• Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.
• Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.
Incidents/Request for Service Duties:
• Recording and monitoring all faulty calls & requests for service on the Customer’s ITSM Tool.
• Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues.
• Escalation to customer internal teams, of faults that they are responsible for resolving.
• Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets.
• Communication with the customer resolver teams, to escalate and help with triage tickets.
Systems Support:
• ITSM tools
• Remote connection tools
• MS Office
• Windows OS
System Administration:
• Record all faults and related occurrences on the ITSM system
• Produce and update documentation of fixes for known issues
• Upkeep of IT procedures (under direction of Line Manager)
What you’ll bring:
• Experience working in a Service Desk environment, preferably with a Managed Service Provider.
• Hands-on experience with service desk and remote-control software.
• Ability to give instructions to a non-technical audience.
• Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android.
• Proactive, positive, self-starter and team player with a skill of continually improving processes.
• Ability to work in a team-based, collaborative environment.
• Track record of working in a customer-facing environment.
• Ability to digest complex data and relay it to users in a manageable, clear and concise way.
• Experience in Customer Service is essential.
• Experience of operating in high pressure and fast-moving environments.
• Excellent organisational skills.
• Service Level and Customer experience level Management experience.
• Good computer skills and the ability to use business support software and ITSM tools.
• Strong teamwork skills and attention to detail.
• ITIL v4 Foundation (Advantageous only)
• Experience with Hornbill (Advantageous only)
Key Measures and Targets:
• Timely response and resolution of Customer queries.
• Achieving target Response and Resolution SLA’s.
• Positive feedback on any Customer Satisfaction Survey.
Key Behaviours
Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.
Communication Skills: Proficient in communicating clearly and effectively.
Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.
Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.
Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment.
Attention to Detail: Accurately records and monitors incidents and requests
Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues
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