Part-time Service Desk Analyst (WEEKDAY EVENINGs)

Plan net
London (South)
Market rate
30 Sep 2016
22 Oct 2016
Contract Type
Purpose of the Role: Working as part of a managed service team providing 1st/2nd Line support for one of our prestigious Legal clients. We are looking for individuals that are: • Looking for an employer to grow with and develop their career • In which their lifestyles would be suitable for a Part-time - WEEKDAY EVENINGs • Not only technically experienced but also understand that the Customer experience is key to provide high quality Service Essential Skills & Experience: • A minimum of 1 year working on a service desk in a professional environment. • Strong front end customer services and training skills. • Knowledge of the use of and support of Microsoft Office 2010 (MOS certification preferred) • Advanced knowledge of Windows 7 (MCDST preferable • Previous support of Blackberries in a BES environment • Knowledge of PC break fix, builds and software installations • Previous use of a Ticket Management system • Experience working with ACD Software • Experience of working to SLA and KPI measures. Non- technical requirements/skills: • Strong interpersonal and customer services skills • Excellent communication skills, both written and verbal • Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment • Excellent multi-tasking skills • The ability to work well within a team Key Responsibilities: • Providing first point of contact for all customers in a professional, friendly and customer focused manner • Receiving, logging, taking ownership, resolving and monitoring faults / requests throughout their lifecycle using the service management tools provided • Ensuring the highest levels of troubleshooting is applied to every customer contact made through the use of agreed processes • Ensuring all telephone calls and tickets are handled in accordance with quality standards set out • Fully understanding and complying with client contractual SLAs • Ensuring correct Plan-Net and client security procedures are adhered to at all times • Promoting IT good practice within your team and throughout the business • Working effectively as part of a team and actively participating in team meetings • Creating and maintaining knowledgebase, guides and documentation Working Hours: 4 hours per day, 19:00 to 23:00 (Monday to Friday) TYPE OF WORKING ENVIRONMENT : There is a strong focus on quality of service, individuals will be involved in discussions around team performance as well as their individual performance. Team size varies depending on the client, typically the remote service desk consists of 5 analysts including the team leader. The client and Plan-Net expect diligence and focus during work hours and performance is monitored through KPIs. However, the team environment is relaxed and we welcome sociable colleagues. There is a good collaborative working relationship between ourselves and our clients. BENEFITS: This is a great opportunity to be part of our growing team here at Plan-Net and get immediate exposure to leading law firms from the outset. Easy commute: Central London Location – approximately 3 minutes walking from Blackfriars Station (Tube / Train / Bus). Optionally you can use Temple and St Paul’s tube station or even Waterloo Station or Southwark Station. Successful candidates will be entitled to a range of Benefits including: Attractive Salary, quarterly Bonus scheme linked to performance, Pension, Health Care and Life Assurance following stipulated service duration. ABOUT US: Plan-Net is a leading IT services provider that has been transforming the IT of organisations, large and small, for over twenty five years. We work with leading organisations across all sectors with a particular focus upon both the legal and financial sectors where we provide high quality IT outsourced Services. Due to our expansion and the on-boarding of new clients, we currently we have a number of opportunities for Service Desk Analysts (inc. Senior SDA) within the business. WE WILL HELP YOU UNLOCK YOUR POTENTIAL TO MAXIMISE YOUR OWN PERFORMANCE WHAT TO DO NEXT: If you are ready to progress your career and join team Plan-Net please apply below. Shortlisted applicants will be contacted. Key Technologies used/supported Office 2010-2013 / Windows 7 / Exchange / Active Directory / BUST / Citrix / VPN / Mobile Devices / Mitel / Cisco / Mimecast / Follow Me printing Desirable knowledge - Digital Dictation / Document Management This job was originally posted as