Service Desk Analyst - 6 Months - Inside IR35 - Wakefield

Job Description

Your role will be responsible for providing first and second line technical support to all company employees in using their IT equipment and associated software.As part of the team, you will be face of IT so excellent customer service is expected.What youll be doingTechnical SupportRespond to and track to all incoming calls, emails and IT enquiries to the Service Desk,triaging calls and ensure all relevant information is captured at point of logging.Resolve incidents at first point of contact, where possible, or accurately assign to otherresolver teams where appropriate.Provide timely and accurate information to customers in order to efficiently resolve anyissuesTo maintain up to date understanding of technology used within the business to ensure thatuser issues are managed effectively and efficiently.Customer SupportRepresent IT and the organisation in a professional way at all times.Focus on educating employees on how to make the best use of their desk top equipment.Reoccurring customer enquiries discussed within the team to ensure that best practice isadhered to and minimising the number of enquiries and promote self-service.IT GeneralTake ownership for ad hoc tasks when required.Seek opportunities to improve service and make recommendations for changes.How success will be measuredTechnical SupportAll enquiries responded to within 95% of all agreed SLAs.Solutions including workarounds are accurately documented and information provided toensure that the issues have been resolved satisfactorily.Issues are correctly diagnosed and resolved, or correctly escalated >90% of the timeService desk support available during 8-6 Support hours 100% of the time.Work requests and related tasks are implemented according to the set quality measures.Mentor Service Desk colleagues, where appropriate, in order to help expand the teamsknowledge and skills set.Customer SupportConsistently demonstrates the service oriented and customer focused behavioursappropriate for an IT professional.Customer satisfaction is shown to improve against a baseline. Positive feedback fromReduction in questions from frequent callers due to education.Up to date and efficient processes for sharing information demonstrated.IT GeneralConsistently demonstrates a willingness to learn new things and take on responsibilityoutside of normal requirements. Demonstrates a team-orientated approach.Evidence of a proactive approach to change from either demonstrating a positive attitude tobusiness change or proactively suggesting changes to improve performance.Relevant reports a produced to a consistent standard.What were looking forWe cant live withoutExperience of working to and reporting against SLAsGood working knowledge of current versions of MS Office and Microsoft WindowsUnderstanding and awareness of ITIL framework and processesGood customer service skills, with the ability to interact professionally with all levels ofinternal and external contacts.Broad technical skills within a Microsoft environmentGood communication skills both verbal and writtenWe would love you to havePrevious working experience of ITIL Incident Management processAn understanding of Microsoft products including Office365Understanding and experience of formal Service Delivery approaches, systems andprocesses in a multi-site environmentNatural PreferencesConfident (Leadership) Motivated to get things done and make them better Pro-active in taking on what needs to be done and using their initiative Courage to act on self-belief Passionate in the way they appear to clients, suppliers and colleagues Confident in themselves and the organizationbut not annoyingly pushy in how they work with colleaguesCurious (Imagination) A creative problem solver who brings new ideas and finds new ways of overcoming obstacles An open mind that feeds their curiosity Keen to learn Sparks of innovation that challenge the status quobut not afraid to roll up their sleeves and do it the same way as last time if that is what isneededCollaborative (Integrity) A team player who enjoys being part of the team, supporting and leading as needed Shares knowledge and expertise A relationship builder who doesnt take all the credit for the teams successbut will get their head down on their own when they need toCompassionate (Integrity) Thoughtful, compassionate and human in their dealings with people Self-aware and aware of their impact on others - emotional intelligence Enjoys a sense of humour and knows when to use itbut not afraid to say "no" and explain whyResilient (Leadership) Copes well with change and ambiguity Confident in the face of push back and challenge from others Doesnt lose sight of delivering to high standards even when under pressurebut wants to know the organisation is on their sideTrusted (Integrity) Goes the extra mile for internal and external customers Connects to our purpose Delivers great work Takes ownership and accountability Works in an ethical way Is authentic Theres no "but"!