IT Service Desk Analyst Job in Sheffield

Monster

The Agency

About the Job

IT Service Desk Analyst

Sheffield

£17000

Overview

We are seeking a Service Desk Analyst to work on a 1st Line Service Desk within the IT Support Services team in Sheffield. The successful candidate will be expected to provide a first class level of customer service to all internal users and provide an initial resolution of incidents where possible and where not, escalate detailed calls accurately to the appropriate support team.

This position is temporary (fixed term contract) for a period of 6 months.

Hours of IT Support within the business are 08:00 until 18:30hrs. Individuals will be required to work shifts within these hours.

Main Tasks and Responsibilities

* To answer all calls using a standard greeting
* To capture incidents by phone, voicemail or email within a timely fashion
* To ensure that full details of the users request are captured within the call management software as well as a detailed description of any actions taken with the user
* Ensure that the correct priority level is assigned to the call
* The candidate will be expected to work towards first time fix targets of around 60%
* To log and monitor all calls raised within the call management system for:

- Adequate level of detail
- Correct call escalation
- Overdue calls for ALL support teams
- Call reassignments for absent support analysts
- Volumes of calls per support analysts

* To communicate/escalate known/recurring problems to the team leader and appropriate support team for investigation
* To escalate Serious Incident calls to team leader

Technical Skills

The candidate must possess the following skills and have demonstrated them extensively:

* Exceptional customer service and telephone skills
* Excellent communication skills
* Excellent troubleshooting and problem solving skills

Candidates should also have strong skills and commercial experience in the following applications:

* Microsoft Office 2003
* Windows XP
* Adobe Acrobat

Knowledge/experience of any of the following would be advantageous:

* Blackberry Devices
* Elite Webview
* FileSite
* Laser Forms
* Total Speech - Digital Dictation
* Infra Enterprise

Essential Soft Skills

Candidates must be able to demonstrate the following soft skills:

* Excellent customer service skills
* Excellent verbal and written communication skills
* Strong organisational and administration skills
* Team player
* Professional attitude
* Friendly, flexible and helpful attitude
* Willingness to share knowledge with others
* Works well under pressure

Qualifications (which would be of great advantage)

ITIL qualified
MOS Master 2003
Service Desk Analyst (HDA) or Customer Support Specialist (CSS)