Service Desk Analyst
Posting Date: 3 Jan 2025
Unit: Business
Location: Thurso, United Kingdom
The role of a Service Desk Analyst is vital for ensuring seamless incident management and excellent customer service. Acting as the first point of contact, the role involves promptly addressing customer incidents with professionalism and clear communication. Responsibilities include proactive network monitoring, accurate diagnostics, and timely updates to meet Service Level Agreements (SLAs). Through effective coordination with internal and external teams, the role ensures swift resolution of incidents, including major ones, while actively contributing to continuous improvement efforts. With a strong foundation in ITIL practices, this role supports end-to-end solutions across diverse products, driving customer satisfaction.
This role will be based in Thurso, Scotland, so you will need to be commutable to this site 3 days a week.
Key Responsibilities
* Own the end-2-end incident management in line with Care levels.
* Accurately interpret customers’ requirements by listening to the customer.
* Carry out 1st line diagnostics using the correct toolkit for the product reported.
* Initiate and drive escalations to meet the customers’ expectations and Service Level Agreements.
* Ensure customer-reported repeat incidents are identified and resolved.
* Initiate engagement with 2nd line technical support and suppliers where appropriate.
* Answer calls timely to meet the PCA requirements.
* Be polite and professional as in line with set Quality observation guidelines.
* Accurately follow procedures to ensure no failures due to ticket management.
* Maintain productivity within the required measures for the team.
* Increase Customer Satisfaction by setting and managing the customers’ expectations.
* Undertake any ad-hoc tasks allocated by the team manager or designate.
* Complete Retail Clarity timesheets on a weekly basis within the required timescale.
* Actively take part in Continuous Improvement.
* Support and maintain the ISO27001 certificate for Thurso Service Centre.
What We Would Like to See on Your CV
* Act as the first point of contact for incoming incidents and service requests via phone, email, and ticketing system.
* Log and categorize incidents accurately, ensuring each ticket contains essential information for resolution.
* Experience performing basic network troubleshooting to identify connectivity issues.
* Experience assisting with password resets, access requests, and permissions issues.
* Maintain detailed records of incidents and resolutions in the ticketing system to aid in tracking and reporting.
* Prioritize and resolve incidents within defined SLAs to ensure timely support.
* Use monitoring tools to detect network issues.
* Recognize and escalate complex incidents or unresolved issues to 2nd Line Support, following escalation protocols.
* Assist users with common software issues and basic hardware troubleshooting.
* Contribute feedback to improve service desk processes and support resources.
Benefits Include
* 22 days annual leave (plus bank holidays).
* BT Share Plan.
* Discounted BT products including TV, Broadband, and Mobile.
* Flexible working arrangements.
Flexible Working
BT have moved to a hybrid working model - you can work from home 2 days per week. This means you’ll be at your contractual location 3 days a week.
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