Service Desk Analyst (SC cleared)
Our client is based in London and looking for a Service Desk Analyst to log in and fix first line calls.
This role is hybrid with 3 days a week onsite in Central London, working Inside IR35
Active security clearance is required for this position.
The key responsibility of the Service Desk Analyst is to ensure concise and accurate logging and management of all IT, Network & Telephony incidents and requests reported to the Desk. They must ensure they are available to answer colleagues calls promptly via phone or live chat and resolve issues to the highest quality within agreed target times while meeting customer expectations.Analysts spend most of their time logging and fixing first line calls. However, the role is varied and opportunities to undertake ad-hoc tasks and project work may arise. You should be interested and keen to learn IT. An understanding of ITIL Best Practice is desirable.
The Service Desk is the focal point for customers to report IT, Network & Telephony incidents and requests and acts as a communication channel to customers for events which may affect their ability to access IT services, including major incidents.The Analysts provide IT first line contact for all Bank staff.
The main responsibilities of the job are:- Deliver best practice call management.
- Acting as first point of contact for IT, Network & Telephony queries which are raised via Phone calls and Live Chat.
- Logging, classifying and routing all new incidents and service requests including incident closures once customer is satisfied.
- First point of contact for customer liaison and keeping customers informed of progress of incidents.
- Recording, investigating, diagnosing and resolving incidents within agreed fix period within ITSM (our call logging system)
- Maintaining awareness of service levels for all assigned incidents
- Ensuring correct reassignment of unresolved or misrouted incidents.
- Attendance at major incident meetings as appropriate
- Identifying and assisting in the elimination of problems.
- First line requests
- Specific tasks will be allocated on and ad hoc basis
Job Requirements
The jobholder's work will be varied. The successful candidate will possess:- Excellent customer service skills and Business knowledge including effective listening, patience, empathy and diplomacy.
- Excellent communication, inter-personal, team working and task management skills.
- A commitment to service improvement with a customer focused attitude
- A high level of quality focus, with an eye for detail and accuracy
- An understanding and interest in the use of IT within Business functions and ability to understand and react to business priorities and reflect them in call management.
- Confidence to deal professionally with staff at all levels in the organisation
- The ability to multitask - there is a high and demanding work load with a requirement to juggle priorities on a daily sometimes hourly basis, this includes being able to take phone calls back to back.
- Excellent administration and organisation skills
- Quick learning skills with information retention and a good technical aptitude/ ability
- Ability to act on own initiative.
Minimum requirements
- Active Directory
- RSA Ace admin
- Exchange
- Mailsweeper
- BES support
- Intune for Iphone & Ipads
- Becrypt/ BitLocker
- Voicemail
- MX1
- Remedy
- ITIL qualified would be a advantage
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.