Service Desk Analyst

Edenhouse Solutions ltd
Competitive salary with excellent benefits
18 May 2018
23 May 2018
Contract Type
Full Time
Job Title Servicedesk Analyst
Based Manchester or Birmingham
Reporting to Servicedesk Coordinator

About Us
Edenhouse Solutions is a privately owned business dedicated todelivering fully integrated end-to-end business solutions for both newand existing SAP customers. We provide a complete service of enterprisesolutions from Licence, Implementation Services, Managed Services,through to Support and Maintenance. Our customers cover a diverse rangeof industry sectors including Defence, Consumer Products, Retail,Distribution, Manufacturing, Finance, Public Sector, Publishing,Services, Utilities and Chemicals.

A passion for quality and delivery excellence is part of the culture atEdenhouse and core to everything we do, which also drives us to ensureour focus is totally client facing and value added. Our business modelmeans we couple project delivery with long term repeatable revenue fromour clients which has provided a stable platform for strong year on year growth.

The Role
The administration of operational activities is a key function withinEdenhouse and has a considerable effect on the profitability and successof the company. The role has overall responsibility for ensuring thatcustomer facing operations such as Incidents and Changes are logged andmanaged appropriately. The role will proactively work with both internaland external stakeholders to ensure work requests are logged, delegatedand resolved efficiently, whilst maintaining a positive and successfulrepresentation of the business at all levels.

The role may also have local responsibility for office managementactivities, including but not limited to providing reception cover,Health and Safety requirements and coordinating office maintenanceactivities if and when appropriate.

Main Aim of Role
Ensure Edenhouse perform a speedy and effective response to allqueries and enquiries, including appropriate reporting.
Complete operational administrative activities such as the logging ofIncidents and Change requests, completing resource planning and ensuringthe quality and accuracy of all commercial and operational information captured
Provide support to Service Desk Coordinator and OperationsCoordinator through the creation and analysis of reports on operationalactivities relating to Incidents and Change
Communicate any operational issues that may impact delivery to theappropriate customers, client managers, delivery managers and/ordirectors as appropriate
Provide office management activities where needed

Key Tasks
Respond and log calls received in the Servicedesk mailbox in linewith ITIL (Information Technology Infrastructure Library IT ServiceManagement) guidelines
Log and manage RFCs within the CRM system following current Edenhouse processes
Monitor and adhere to both internal and external (client) servicelevel agreements
Undertake extensive voice and email communications with both internalteams and external clients to communicate and coordinate the delivery ofa range of operational activities such as Incidents and changesthroughout their delivery lifecycle
Actively review the quality of documents such as proposals andestimates being sent to the customer, ensuring all documents are issuedto our customers to the appropriate level of quality
Work with Operations Coordinator to ensure effective and appropriatescheduling of activities across the consulting team
Keep all relevant documentation up to date, including but not limitedto customer specific commercial information and internal process documentation
Alert Delivery Managers, Client Managers and where appropriate theSenior Management team of any potential concerns or issues with meetingkey client deliverables
Assist Service Desk Coordinator with preparation of weekly andmonthly operational reports
Provide support to the Servicedesk Coordinator and OperationsCoordinator as and when required
Switchboard cover (holiday and sickness cover)
Any other reasonable request or duty.

Desired Skills and Experience
Previous experience in a Service Desk role is desired
Competent user of MS Office, especially Excel with an understandingof database and reporting technologies advantageous
Ideally attained a formal computing qualification (A level and above,or equivalent)
Strong team player but also able to work independently
Excellent oral and written communication skills
Good analytical/ problem solving skills
Strong and personable interaction skills, ability to empathise andinfluence internal and external clients
Excellent attention to detail
Requires a basic Security Clearance (obtained by Edenhouse if notalready cleared)

About You
Bright, outgoing personality with a positive outlook and strongteam-working bias
Skilled in identifying and balancing the needs of the individual, theclient and the organisation, remaining calm under pressure, whilstmaintaining the ability to meet tight deadlines
Ability to develop immediate credibility with all levels of staff andacquire an in-depth understanding of the business
Ability to convey decisions and requirements succinctly and appropriately
Diplomatic but with assertive conflict-resolution and problem-solving skills
Confident in managing multiple tasks and tight deadlines
Tenacious and willing to work outside of contractual hours on someoccasions, to complete tasks
Self-motivated and keen to develop, with a willingness and desire to learn

Able to operate a shift pattern between 8am and 6pm
Desire to develop ITIL understanding and work towards foundations qualification - provided by Dice

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