Service Desk Analyst

The NEC Software Solutions Central Service Desk Team are seeking the services of a Service Desk Analysts to provide direct first-line level 1 service desk support to numerous internal and external accounts. The Service Desk Analyst will work with a team of other Service Desk Analysts, under the general supervision of a Service Desk Team Lead. The service desk provides a single point of contact for IT related issues to customers, internal & external IT support groups and provides first time resolutions where available. The main responsibilities of a Service Desk Analysts are: - To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs - To manage the customer mailboxes and ensure timely logging of emails in ITSM Tool. - To accurately log all relevant incident/service requests and request for change details in accordance with service specific documented procedures. - To allocate categorisation and prioritisation levels in accordance with customer contractual requirements - To provide first line investigation and diagnosis where applicable ensuring that IT issues & faults are reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimising the disruption to critical systems. - Resolve basic hardware / software problems. - To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group - To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc - To keep users informed of progress (especially post SLA breach) - To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end - To reflect on customer feedback through customer call closure surveys - To contribute to team meetings - To undertake all required training for the role - To provide IT support & preventative maintenance for all contracts. - To ensure comprehensive documentation of procedures are maintained, and to ensure that system documentation and support process is regularly reviewed. You must have - 1st line experience in proving IT service for users in the following: - Demonstrate excellent customer service and influencing skills across various mediums. - Knowledge of using microsoft office suite (i.e. Outlook / Excel ) - Flexibility in approach - Self Motivated - Ability to make decisions and take ownership - Strong communication skills - Excellent attention to detail - Ability to follow instructions - Experience of working in a first line role and an understanding of ITIL is desirable but not required.