Service Desk Analyst

TNT Global IT
05 Oct 2016
28 Oct 2016
Contract Type
The Service Desk Analyst role sits within the Service Operations function and is responsible for providing 1 st line support to global end users, TNT customers and external and internal Service Providers. The role involves receiving and logging incidents and requests, as well as the management of all incoming phone calls, emails and self service contacts. Key accountabilities · Manage contacts; this includes both incoming and outbound communications. Analyse, diagnose and resolve incidents or route unresolved incidents to the correct resolver group. Maintain customer satisfaction, including logging of compliments and complaints. Escalate critical calls in line with policy, review and update outstanding incidents and update knowledge base. · Takes accountability for allocation and achievement of incident priorities to ensure SLA’s are met · Act as the single point of contact for all end-user related issues and requests includes ensuring all interested parties are kept informed of progress · Use knowledge where appropriate to resolve incidents/requests, or escalates them to resolver group(s). · Following agreed procedures, providing advice to users on systems, products and services which are available to them. · Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. · Provides an effective interface between users and Service Providers, including external commercial suppliers where applicable. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis. · Acts as an escalation point to both end-users and resolver groups to ensure incident resolution is within agreed timescales. · Interprets technical or procedure manuals on behalf of non-technical users and provides routine guidance in normal usage of systems, products and services, providing information on the full range of capabilities. · Acts as a mentor and guide, including the training of less experienced members of staff Person Specification · A proven track record of providing a high level of Customer Service in an IT Support Role · Experience of 1st and 2nd line Problem Solving and Investigation skills with a range of Desktop Hardware and Applications · Experience with the Microsoft Windows suite, Citrix, Networking, Printing, Lotus Notes and Active Directory for administration of user accounts. · Experience working in a busy environment requiring prioritisation and strong management of user’s expectations · Excellent PC skills as a user · Excellent communication and interpersonal skills This job was originally posted as

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