EAST GRINSTEAD
Bridge Recruitment are currently working with a well-established membership organization dedicated to promoting and supporting leisure travel facilities across almost 2700 locations throughout the UK and Europe. They are seeking to recruit a Service Desk Analyst to join their growing team.
Purpose Of Role
To provide assistance to all Head Office and Site based staff in a professional and customer-focused manner in line with customer needs, following defined processes and meeting service level agreements.
Key Tasks & Accountabilities
* Record and prioritise all service requests into the Assyst service management tool, ensuring all relevant information is recorded accurately and in line with the incident management process.
* Provide user support for all hardware and software issues including incident resolution, installation/implementation and guidance raining.
* Monitor, manage and progress all service requests in an efficient and professional manner, restoring normal working service as quickly as possible.
* Escalate incidents to appropriate teams/individuals in line with the incident management process, ensuring users are informed of the progress of their requests.
* Log incidents with 3rd Party Suppliers and monitor their progress against SLA and, if required, elevate incidents using the pre-defined escalation process.
* Work individually and as a team to ensure that all individual and team KPIs are met.
* Ensure that all user requests are resolved within agreed Service Levels.
* Major Incidents - work alongside the Service Desk Team Lead to provide regular user updates in line with the Major Incident process.
* Create procedure documents and update the Knowledge Base in line with defined processes.
* Assist with the implementation and support of projects as required.
* Represent the operational interests of users to IS staff.
* Keep up to date with the latest developments in desktop technologies, products and processes.
Required Skills
* At least 1 years experience of working on a busy Service Desk providing 1st and 2nd line support to at least 250 users
* Troubleshooting and resolving hardware, software and networking issues over the phone
* Experience of providing support for:
* Microsoft Windows 10
* Active Directory
* Remote working
* Hardware builds/re-imaging
* Citrix virtual Desktops
* IP Telephony
Essential Skills & Experience
* Service Level Agreements
* Individual and Team performance targets
* Good communication and excellent customer facing skills
* Proactive, excellent organisation and timekeeping skillsFlexible, enthusiastic and self-motivated
* Well-developed problem solving skills
* Good team player but also able to work on own initiative
* Quick learner, ability to follow documented procedures
* Able to cope with a busy Service Desk working under pressure
* Good all round hardware and software knowledge
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