Company : Resource Solutions - GSC Location : London England
Job purpose IT ServiceDeskAnalysts provide first line technical support role.
you will be responsible for answering the ServiceDesk phone, logging Incidents and Requests and responding to queries raised by email or self-service.
Key Responsibilities Are you the right candidate for this opportunity Make sure to read the full description below.
Provide excellent Customer Service via the telephone, email and customer portal Log all Incidents and Requests in ServiceNow Using the impact and urgency Matrix, ensure that all Incidents are assigned the appropriate SLA Manage all ServiceDesk tickets, escalating Incidents and Requests to support teams or DevOps teams as appropriate Understand and proactively operate the escalations procedure defined in the Incident Management process Carry out basic operational procedures and instructions so that tasks are completed accurately and on time Provide user support, coaching/mentoring to end-users Maintain rapport with Customers by displaying a detailed understanding of their support requirements Contribute to continuous improvement and ongoing development of your own knowledge and skills Ensure that your own work is completed accurately, checking for mistakes, and correcting them promptly Maintain high-levels of incident ownership through the incident life cycle to a satisfactory Customer resolution Consistently meet ServiceDesk (KPI) Key Performance Indicators as set by the ServiceDesk Team leader Provide shift cover with current ServiceDesk operations between 07:
30 - 18:
00 Mon - Fri Key Skills and Experience A customer services background (desirable) Previous experience working on a ServiceDesk (desirable) Previous knowledge/experience of using ServiceNow (desirable) Excellent verbal and written communication skills Have an in-depth knowledge of Microsoft products including Office 2010 - 2016 Excellent Customer Service skills High degree of multi-tasking Assertive, confident, positive, and professional manner Ability to deal with potentially stressful situations Flexible and adaptable as the business demands Ability to work in a team as well as on own Excellent problem-solving skills Strong attention to detail in logging support calls, updating call details and managing call closure Ability to work under pressure Strong eye for detail Professional Qualifications and Education For Degree level (preferred) ITIL Foundation (desirable) ResourceSolutions - GSC LondonEngland
