IT Service Desk Analyst

Key accountabilities:- Incident Management:- To ensure all calls are updated and resolved within SLA targets. To endeavor to provide an Above Customer Expectation service Undertake first line resolution activities Participate in on-going review and maintenance of the IT Service Desk processes To take part in knowledge sharing activities to include both business and technical knowledge sharing Call Management:- Deliver best practices of call management: To ensure that all calls are logged accurately within IT Service Desk Capture detail & correct information pertaining to all inbound calls Shift Rotation:- To take part in a shift rotation to ensure that adequate cover is provided 7 days per week including weekends and bank holidays. Communication:- Writes and speaks fluently on all aspects of work and communicates effectively Actively communicate and seek feedback from colleagues and customers Be proactive in working with others to improve IT Service Desk customer experience General:- Undertakes any necessary training associated with the duties of the post and participates in training and development procedures Maintains confidentiality and observes data protection guidelines. Carries out any other reasonable duties in line with their capability. ITSM process Tools:- Understanding of ITSM process Understanding of Ops Ram and Service Now Hands on experience of Active directory, Exchange, O365 (new user ID creation) etc. Experience and personal qualities:- 3-4 year experience in IT or similar customer support/service delivery role Excellent customer service skills with a high level of focus on quality Ability to communicate in a clear and professional manner Problem solving and analytical skills and ability to work under pressure Excellent inter-personal skills (verbal and written) Clear understanding and interest in current and emerging IT technologies Beneficial to have an awareness of the IT industry in general An understanding and interest in the use of IT within business functions.