Service Desk Analyst

Job Description

Service Desk Analyst

Salary £20,000 - £25,000 Depending on experience

Our client is a well established and successful digital agency based in Newcastle upon Tyne, they have an excellent reputation as an employer and an opportunity for a Service Desk Analyst to join their team.

The Service Desk is a vital central support function that records, assigns, monitors and closes all reported incidents and requests for services to the satisfaction of our clients. The Service Desk team are ‘customer facing’, dealing directly with all clients across the entire portfolio of the business.

You will be the first point of contact and ‘face’ of the business so responsible of the company’s reputation for delivering a professional service.
As Service Desk Analyst you will need to have a professional and engaging personality to provide excellent customer service always with an analytic and naturally organised personality.
You will be required to respond, record and ensure a successful resolution of all incidents and requests for services reported by clients – within agreed and contracted service levels. Working closely with the Client Services team, the Service Desk Analyst will provide weekly and monthly service reporting in support of our ongoing contractual obligations.


Service Desk Analyst Key responsibilities

• Respond to all clients in a pleasant, courteous and professional manner

• Adhere to the defined Incident Management process for the logging, tracking, and resolution of reported incidents

• Maintain accurate entries of incidents, problems or requests with an appropriate level of detail to enable other support personnel to successfully resolve issue or fulfil the request

• Monitor the status of response and resolution targets for all tickets logged within the Service Desk system, promptly and proactively escalating items that are approaching their agreed service levels to minimise the potential of a breach and subsequent penalty

• Adhere to the defined Problem Management process for the logging, tracking and resolution of a problem that has been identified as the underlying cause of multiple incidents

• Provide first line technical assistance where possible to enable clients to resolve their issue or request for services promptly

• Carry out general system administration as required including: setup of new clients/management of existing clients within the Service Desk system; setup of new system accounts, reset of passwords or assigning users to groups, etc. in systems supported

• Undertake routine service monitoring tasks and content updates for clients as required

• Create and maintain appropriate documentation on the use of supported systems

• Contribute to the development of and ensure compliance with defined maintenance and support standards, policies and processes

• Liaise with external service providers as required

• Through escalation procedures, weekly as well as monthly service report, actively support the Client Services team in managing the relationships with our clients, ensuring satisfaction with the services provided and helping to retain the accounts.


Service Desk Analyst Skills Required

• Proven experience as a Service Desk Analyst or customer facing role for a digital company
• Excellent communication skills, written and oral
• Confident with natural organisational, influencing, negotiating and interpersonal skills
• Ability to build client confidence, establishing long-term relationships
• Proactive with a positive ‘can-do’ attitude and desire to succeed
• Self-motivated and able to work effectively on their own or within a team
• A high standard of personal presentation.

Technical Skills Required

• Experienced of Service Desk tools
• Experienced in the general administration of web-based systems
• Good understanding of standard Microsoft software applications
• Understanding of a cloud based as well as on premise computer systems
• Understanding of the software development lifecycle, including the concept of DevOps.

If you are interested in the Service Desk Analyst position please register your interest through the requested method and we will be in touch shortly with regards to your suitability for the role.

Sharpe Recruitment Ltd is a North East based consultancy, dedicated to placing professionals in rewarding jobs throughout the North of England across a variety of disciplines including Digital Media, Design, Development, Creative Advertising, Sales & Marketing, Tech & IT.

Job Skills

Service Desk Analyst Skills Required • Proven experience as a Service Desk Analyst or customer facing role for a digital company • Excellent communication skills, written and oral • Confident with natural organisational, influencing, negotiating and

Additional Information

  • Salary:£20000 - £25000 per annum
  • Industry:IT
  • Location:Newcastle upon Tyne

Job Filled

We have already filled this vacancy.

 

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