IT Service Desk Analyst

Job Description

The Service Desk Analyst is a key role within the organisation and will be instrumental in building confidence in our clients engagement with the company. Our clients increasingly occupy the top tier of UK financial services and this role will be requiredto act as an ambassador for both the company, and its adherence to industry and security best practices.The company has two software products - one written in predominantly using the Microsoft technology stack (ice.Net) and the other a mixture of Java, C, and Oracle PL/SQL (Pancredit).Department InformationEquiniti Credit Services develops market leading applications for the finance industry. The company employs highly experienced staff most of whom have extensive knowledge of both the finance industry and the technologies required to deliver effective, modernsoftware solutions.Core Duties/ResponsibilitiesEquiniti Credit Services is looking for a bright, self-motivated achiever to join the team. They require the drive and determination to resolve incidents in an efficient and effective manner, working 37.5 hours between 8am and 5:30pm. In addition there isan on call rota 24 x 7 which is fronted by the Service Desk who are in turn supported by consultants/designers and development staff as part of the on call rota.Equiniti Credit Services Service Desk Analysts need to be comfortable in front of clients and capable of performing well in the following tasks:

• Receive, log and manage incidents and service requests from clients via telephone calls and emails.
• Build strong trust and service-based relationships with clients.
• Deal with client queries on Technical and non-technical issues.
• Communicate/liaise on, sometimes, complex lending/software issues between clients and EQCS technical IT staff.
• Conduct triage, research and resolution of incidents and service requests.
• Working to client SLAs, ensuring SLAs are achieved and client expectations are met, or exceeded.
• Resolve incidents, where possible this must be achieved at 1st line resolution.
• Continual communication with client personnel regarding content and progress of incidents. Actively participating in "ownership" of critical issues raised (service outage) until closed off, which may involve support, running conference bridges, running triageand resolution.
• Monitor/manage progress of incidents and service requests and chase up internally and externally, if necessary.
• Ability to understand database structure and have the capability to construct SQL queries against the database utilising SQL Server Management Studio.
• Troubleshooting any incidents with internal Desktop PC and Laptops.
• Production of internal reporting for other teams with EQCS.

Knowledge & Experience

• Highly computer literate.
• Excellent knowledge of Microsoft office products, e.g. Word, Excel.
• Exposure of SQL database.
• Finance and/or technology sector experience would be preferred and advantageous.

• Experience of working in a telephony support or IT Service Desk environment.
• Understanding of ITIL Service Management processes and procedures.
• Experience of supporting systems for Internal or External clients.
• Excellent interpersonal and communication skills (verbal & written).
• Excellent problem solving skills using judgement and experience.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civilpartnerships.Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

Keyskills :
ITILService DeskSoftwareSQLMS Office