About the Role
The Service Desk Analyst is responsible for providing first-line technical support to managed service customers. This role operates primarily within the service desk environment, handling incoming queries via phone, email, and instant messaging platforms.
Work Pattern: This is a fully remote role, following a 4 days on / 4 days off schedule, with working hours from 7:00 AM to 7:00 PM.
About Your Experience
Your main responsibilities will include (but not be limited to):
* Provide a channel for users to request and receive standard services, via email, phone, and self-service.
* Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA's.
* Take ownership of users' incidents and requests and be proactive when dealing with these.
* Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.
* Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.
Incidents/Request for Service:
* Recording and monitoring all faulty calls & requests for service on the Customer's ITSM Tool.
* Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues.
* Escalation to customer internal teams, of faults that they are responsible for resolving.
* Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets.
* Communication with the customer resolver teams, to escalate and help with triage tickets.
Systems Support:
* ITSM tools
* Remote connection tools
* MS Office
* Windows OS
System Administration:
* Record all faults and related occurrences on the ITSM system
* Produce and update documentation of fixes for known issues
* Upkeep of IT procedures (under direction of Line Manager)
What you'll bring:
* Experience working in a Service Desk environment, preferably with a Managed Service Provider.
* Hands-on experience with service desk and remote-control software.
* Ability to give instructions to a non-technical audience.
* Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android.
* Proactive, positive, self-starter and team player with a skill of continually improving processes.
* Ability to work in a team-based, collaborative environment.
* Track record of working in a customer-facing environment.
* Ability to digest complex data and relay it to users in a manageable, clear and concise way.
* Experience in Customer Service is essential.
* Experience of operating in high pressure and fast-moving environments.
* Excellent organisational skills.
* Service Level and Customer experience level Management experience.
* Good computer skills and the ability to use business support software and ITSM tools.
* Strong teamwork skills and attention to detail.
* ITIL v3 Foundation (minimum)
* Experience with Hornbill (Advantageous only)
Key Measures and Targets:
* Timely response and resolution of Customer queries.
* Achieving target Response and Resolution SLA's.
* Positive feedback on any Customer Satisfaction Survey.
Key Behaviours
* Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.
* Communication Skills: Proficient in communicating clearly and effectively.
* Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.
* Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.
* Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment.
* Attention to Detail: Accurately records and monitors incidents and requests
* Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues