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Service Desk Analyst

  • Location: West Midlands
  • Salary: £15000.00 - £19500.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

Capita IT Resourcing is currently recruiting for a Service Desk Analyst to join our Coventry-based client on a permanent basis. The successful candidate will provide technical support to customers and resolve issues in line with relevant Service Level Agreements and objectives.

Responsibilities for the role:

- Act as the initial point of contact for any customer issues and provide technical support to end users
- Gain an accurate understanding of user issues and requirements and appropriately transfer information to central knowledge systems
- Escalate tickets to the appropriate resolver group, Service Desk Leads and management in a timely fashion
- Accurately log, update and maintain incident records and tickets
- Follow incident and change management procedure in line with documentation
- Proactively review issue trends and raise awareness within the team
- Develop and maintain knowledge of customer IT systems
- Maintain cohesive working practices within the team to ensure efficient resolution of customer issues
- Develop and maintain their own knowledge and skills in line with new technologies

Essential knowledge and skills:

- General knowledge of a variety of IT systems and how they are used within a business environment
- Knowledge and experience of:
- Microsoft Windows
- Microsoft Windows Servers
- IT Networking
- ITIL Framework
- Excellent understanding of customer service principles and how these are conveyed to customers
- Excellent interpersonal and customer service skills
- The ability to prioritise effectively, both with their own workload and within the team
- Question incisively to qualify issues efficiently
- The ability to communicate with stakeholders at all levels within a business
- The ability to use initiative and creatively solve problems
- Write clear and concise business English
- Attention to detail
- Excellent analytical skills

If you are interested in the role and would like to apply, please send me your CV in response to this advert for immediate consideration.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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