Service Desk Analyst

This role is providing first line IT support expertise to help support the CTP network of services across the UK. The individual will work as part of the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Requests will be logged, categorised, prioritised and escalated as appropriate.                    

Key Tasks

The post holder will be required to do the following:

• Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis
• Logging of all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate
• Handle enquiries, complaints and escalations from customers and other stakeholders
• Able to analyse complex issues and follow established processes and procedures
• Assign priorities based on ITIL best practice (Impact / Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third parties
• Provide an exceptional level of customer service
• Communicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learnt
• Take ownership and responsibility of daily checks / tasks, ensuring they are accounted for and completed to a high standard
• Provide Service Announcements that are factual and timely as appropriate
• Must be able to work 12 hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours, Night shifts are 1900 hours to 0700 hours

Key Skills

The post holder must have:

Experience

• Worked in a Customer Service Role (technically diverse environment beneficial)
• Excellent Telephone Manner
• Excellent standard of written English
• Punctual and Reliable

Desirables

• ITIL Foundation Certification
• Operational knowledge and experience of working with call management systems
• Worked with a service management framework (ITIL beneficial)
• Intermediate working knowledge of Microsoft Office Applications
• Intermediate working knowledge of Microsoft Operations Systems
• Intermediate working knowledge of Microsoft Active Directory
• Basic working knowledge of Cisco VoIP and Video Conferencing systems

Competencies Value Framework