The role of 1st Line Service Desk analyst is required for the 1st Line call resolution following agreed scripts and working procedures. The role will also include co-ordination with the users and other resolver teams, to establish corrective actions and if required to arrange visits to the users by the other resolve teams.
The role will also require the individuals to keep updated in changes to the customers’ technical environment, via the use of new tools and knowledge base information.
The analyst will be required to ensure the required information is recorded on all calls, and establish which resolver group the call should then be handed over to.
The role will require split shift cover between 07.00 and 19.00 Monday to Friday. 37.5 hours per week .
Receive and log incidents from users
Attempt 1st time fix or identify the resolver in order to meet the set SLA’s
Dispatch to support team
Update incident log
Monitor despatched incidents against SLA and initiate escalation process if appropriate
Owning and seeing the incident through to the end.
·Experience of working within a Service Desk Environment
·Knowledge of ITIL aligned service management tools
·1st Line technical support skills
·Good communication skills.
·Good telephone manner
·Knowledge of HP Service Manager or Asset Manager would be beneficial
·A customer-orientated approach with excellent communication and organisational skills.
·Focused on delivering agreed objectives and results.
·PC skills (incl. MS Office family, Bespoke applications etc)
·Ability to prioritise, plan and meet deadlines .
·Ability to handle difficult and demanding customer environments.
·Ability to deal with customers and liaise with other departments in a confident but friendly manner.
Security clearance or ability to gain security clearance is required for this role .