Job details

1st/2nd Line - Service Desk Analyst

at SOLOS Consultants Ltd
Location Milton Keynes, United Kingdom
Date Posted February 2, 2018
Category IT & Communications
Job Type Permanent
Salary £18000 - £23000/annum dependant on experience
Start ASAP


Our Client is Currently looking for a Service Desk Analyst to provide 1st/2nd line support on a permanent basis.

Within the business a Service Desk Analyst provides support for incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components.

The successful candidate will respond to incidents or requests in a timely manner and will always endeavour to exceed customers’ expectations by providing a best in class service. The service desk analyst will ensure that all agreed SLA’s and KPI’s are met and exceeded wherever possible.

Day to day duties would be:
• To ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of incidents, Service Requests and Service updates
• To meet and exceed KPI’s measures
• To ensure all customers are provided with a best in class service experience
• To log and categorise incidents or requests on the call logging system with an appropriate level of detail
•To liaise and manage with any 3rd Party Suppliers which may be involved in the resolution of an incident
•To provide customers with regular updates in line with SLA’s

The ideal candidate will:

•Be a proficient fault finder and problem solver
•Have excellent communication skills (Verbal and Written)
•Be confident on the phone.
•Be able to work under pressure
•Proven planning and time-management skills
•Be able to relay technical information back to the end user in an understandable format
•Experience of performing a customer-facing role responsible for delivering high quality and time-critical service
•Experience of working in an IT Service Desk function in an organisation of comparable size and complexity
•Experience of working to, and consistently meeting, Service Level Agreements and targets
•Have strong attention to detail

if you have the right skills and a passion for IT and the desire to get into an IT career, please apply straight away.

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