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Service Desk Analyst

Nigel Wright
Job LocationGateshead
EducationNot Mentioned
Salary£18,000 - £22,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

The Company:International market leading business is seeking to recruit an Service Desk Analyst/Customer Support Analyst as the company continues to expand in this niche market.The Role:As part of a growing team, The Service Desk Analyst role is to provide 1st line support and guidance to ensure requests, issues, orders, and complaints are recorded, categorised, prioritised, and resolved in compliance with agreed service levels. Where possible a first-time fix should be provided using excellent questioning skills, tools, and knowledge bases, working to clearly defined ITIL processes. The role includes trending of incidents, supporting investigation into root cause and creation and analysis of reports. As primary contact will be from the Customer community a high level of professionalism is paramount.The Key Requirements:

  • Strong customer-service orientation with a confident and enthusiastic approach to work
  • Excellent listening and questioning skills.
  • ITIL v3 Foundation
  • Experience of working within an ITIL Service and Support framework (Incident, Problem, Change, Configuration)
  • Basic knowledge of ITIL configuration management best practice.
  • Experience of using an ITIL conformant IT Service Management System tool (Remedy, HP Service Now, Hornbill, Heat, Peregrine etc…)
  • Technical problem solving and analytical ability
  • Experience of using data visualisation tools such as Power BI, Tableau or similar would be an advantage Microsoft Active Directory (users/computers), experience of using network and IT monitoring tools
  • MS Office 2007 (or later) user knowledge.
  • Basic Network and IT Systems knowledge desirable.
  • Knowledge of order-take systems or SAP is an advantage or can learn and adapt to bespoke systems and processes.
  • Able to work to strict Policy and Procedures and desire to ensure consistency in approach to all tasks.
    • To ApplyPlease apply with an up to date CV, if successful a consultant will be in touch to discuss the next steps.

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