24*7 Service Desk Analyst

This role is based from our Hartlepool office. You will have 1st line experience in proving IT service for users. The role is 24*7 Shift working. 14 Shifts every 28 Days. The exact rotation will be discussed during the interview stages.

Responsibilities

Recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs; Manage the customer mailboxes and ensure timely logging of emails in ITSM Tool; Accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures; Allocate categorisation and prioritisation levels in accordance with customer contractual requirements; 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; 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; Resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc; Keep users informed of progress (especially post SLA breach); Accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end; Reflect on customer feedback through customer call closure surveys; Contribute to team meetings; Undertake all required training for the role; Provide IT support & preventative maintenance for all contracts; Ensure comprehensive documentation of procedures are maintained, and to ensure that system documentation and support process is regularly reviewed

Requirements

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; Must be eligible for UK Security Clearance; Candidates must be able to demonstrate a pre-existing right to work and travel within the UK

Nice to have

Understanding of ITIL is desirable but not required; Previous experience working in a first line role or similar

Benefits

Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost); 25 days paid holiday with the option to buy/sell; 4 x basic salary life assurance cover funded by NEC; Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%; A fantastic selection of flexible benefits to suit your individual needs; Employee assistance programme; Free access to LinkedIn Learning