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Service Desk Analyst

  • Location: West Midlands
  • Salary: Up to £21000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

My client, an innovative FTSE 250 business, are looking for a Service Desk Analyst to join their team based out of Birmingham. The role of an Analyst is to take the calls on the service desk and contribute to the service desk targets of answering 70% of the calls within 30 seconds, and providing 70% of fixes at point of contact. In addition to voice calls, the Analyst will be responsible for maintaining other forms of communication that customers use to contact the service desk including external mailboxes and the Self-service ICT Portal. This includes processing Starters and Leavers requests in Service Now and creating and deleting accounts in Active Directory as well as triaging, assigning or resolving any calls that are generated by end users via a Self-Service Portal.

Typical Responsiblities for this role will include:

  • Provide 70% of fixes at point of contact
  • Creating and deleting Active Directory accounts
  • To update the caller details and ensure any changes in telephone number or location is subsequently updated in the contact details section in ServiceNow and Active Directory
  • To record the issue the caller is reporting with a full description within ServiceNow
  • To use the Call Management software (ServiceNow) as a tool to guide the correct logging of an incident, using call scripts where applicable
  • Recording an incident capturing essential information on the software or hardware which is at fault, recording an IP address and unique PC identification tag
  • Ensuring the incident/RFS logged has the correct Priority and Business Service allocated and is assigned to the appropriate resolving group responsible for resolution
  • Attempting to resolve the incident at first point of contact if possible and closing the ticket as a First Time Fix after confirmation from the end user that their issue has been resolved
  • Using remote support tools available to the Analyst to aid in the resolution of an incident and if not, to obtain screen prints to aid the resolution process when assigned to an Internal Resolver Group
  • Following the appropriate escalation procedures for the logging and reporting of a high priority incident, capturing all essential information, assessing and recording impact, and reporting this to an Incident Management function
  • To monitor incidents assigned to the service desk queue in the Call Management tool, ensuring all incidents are updated and being progressed on to an eventual resolution
  • To take ownership of incidents directly assigned to Incident Handlers themselves, taking the lead on contacting the end users, updating the incident record with missing information or updates on the incident itself and notifying the resolving groups of any urgent updates or chases
  • To monitor personal quality issues reported to the Analyst and take responsibility in addressing these
  • Logging tickets that are submitted via email and communicating back to the submitter
  • Ensuring Standards and Procedures outlined by Management are followed

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

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