Service Desk Analyst - Lichfield

18700.00 - 18700.00 GBP Annual + GBP18700/annum
16 Feb 2018
27 Feb 2018
Contract Type
Our well established, global client based in Lichfield are currently recruiting for a Service Desk Analyst to join their team on a permanent basis.
This is an excellent opportunity to join a constantly growing company, offering a competitive salary and benefits package so apply now to avoid disappointment!
Duties will include:
• Being first point of contact for all initial customer issues
• Managing the day to day running of outstanding tasks and open calls
• Ensuring customers are kept informed regarding the progress or incidents throughout
• Monitoring and following local work instructions
• Delivering the end to end process with working the out of hours shifts
• Performing 1st tier trouble shooting role to aid is diagnostics
• Managing incidents, service requests and changes
• Ensuring all incidents and service requests are logged correctly
• Coordinating the part ordering process
• Identifying and escalating any major incidents to management
Skills/ Experience Required:
• Experience of working in a similar role is essential
• Experience of working 24/7 shift working patterns is desired
• Strong interpersonal and communication skills
• Able to liaise effectively at all levels
• Strong eye for detail
• Excellent telephone manner and team working skills
• Good ITIL understanding and ISO/IEC20000 preferable
• Sufficient technical knowledge to resolve and reroute customer issues
• 1st tier Cisco skills to perform basic diagnostics is desirable
Hours of Work:
6 week rolling shift pattern covering both days and nights
GBP18,700 plus 10% bonus and shift allowance of 30%
**Please note, due to the high volume of responses we receive, if you have not heard from us within 5 days of making your application, then please assume that on this occasion you have been unsuccessful