Service Desk Analyst

This role is based from our Hartlepool office. This will be covering core shifts which are Monday to Friday between 8am- 4.30pm/8:30am-5pm. You will 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 - Experiencing of working in a first line role and a understanding of ITIL is desirable but not required. Role involves: - 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 request 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 reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimizing the disruption to critical system. - 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. - This will be covering core shifts which are Monday to Friday between 8am- 4.30pm/8:30am-5pm - 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 - Experiencing of working in a first line role and a understanding of ITIL is desirable but not required - Previous experience working in a 1st line role or similar. - Must be eligible for UK Security Clearance