Service Desk Analyst (24/7 Shift)
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Service Desk Analyst (24/7 Shift)
Service Desk Analyst (24/7 Shift Pattern) - Southampton Permanent £20,000 - £22,000pa + 15% Shift Allowance & Benefits The role The Service Desk Analyst will be responsible for end to end management of Incidents and Service Requests reported by the customer, achieving first time fix where possible. Escalating and liaising with other business units / 3rd parties as required in order to resolve issues within the defined SLA.
Job DescriptionService Desk Analyst (24/7 Shift Pattern) - Southampton
£20,000 - £22,000pa + 15% Shift Allowance & Benefits
Shift Pattern: 4 days on, 4 days off
A leading-UK IT Managed Service Provider, that has been providing award winning 24x7 IT Managed Service Solutions for over 25 years; addressing the Healthcare, Government and Mid-Tier corporate sectors.
They are recognised for their thought leadership, technical expertise, consistent delivery capability, quality of service and practical approach. Supporting local and global clients from their headquarters in Southampton and due to expansion they are looking for a Service Desk Analyst to join an ever-growing team.
The Service Desk Analyst will be responsible for end to end management of Incidents and Service Requests reported by the customer, achieving first time fix where possible. Escalating and liaising with other business units / 3rd parties as required in order to resolve issues within the defined SLA.
Central point of contact between the customers and IT Services
Manage Incidents and Requests
Receive and record all calls from our customers
Provide initial assessment of all Incidents, attempt first time resolution, and /or escalation
Monitor and escalate Incidents according to the customer's SLA
Keep users informed on status and progress of their Tickets
Produce Management Reports
Aid customer retention and satisfaction
Ensure that handover Tickets are communicated via team colleagues as specified by the Service Desk
Ensure that the night shift tasks are completed and any Major Incident reports are done and completed and
sent to the Service Desk Management
Set an out of office reply in Outlook to instruct senders to redirect email to the shared mailbox or to contact the Service Desk via telephone
Make full and proper use of the end of shift handovers ensuring that all outstanding tasks have been reassigned, and any significant incidents or events have been communicated
A career-minded Service Desk Analyst, you will be customer-focused, with an analytical approach. You will have good questioning & listening skills, alongside strong verbal and written communication skills.
It is essential that you are confident & self-motivated with a positive can-do attitude and you will be a team player.
You technical skills will include; good working knowledge of Microsoft Office applications (Outlook, Excel, Word) and a strong background on a Service Desk supporting Windows Operating Systems / Server
Alongside this, you will have good working knowledge of Network Infrastructure and System Components
Ideally, you will have an understanding of ITIL principles
This vacancy is being advertised by Advanced Resource Managers. ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions.
Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. Our industry coverage includes, but is not limited to: Infrastructure and Built Environment, IT (including Security, Communications, SaaS, ERP, IT Sales, and more) Oil and Gas, Defence, Engineering and Technology, Technical Sales, Energy, Space, Telecommunications, Manufacturing and much, much more. We will never send your CV without your permission.
Advanced Resource Managers IT Limited operates & advertises as an Employment Agency for permanent positions and as an Employment Business for contract/temporary positions.