Service Desk Analyst - #136774
Bell Integration
Date: 1 week ago
City: Portsmouth
Contract type: Full time
You will be responsible for carrying out first line technical support activities to provide a proactive and reactive service to achieve exceptional customer satisfaction for the clients whilst adhering to strict SLA’s.
Support is provided 24/7/365 working 12-hour shifts (7am-7pm / 7pm-7am), 4 days on/ 4 days off.
Responsibilities
Service Support:
Support is provided 24/7/365 working 12-hour shifts (7am-7pm / 7pm-7am), 4 days on/ 4 days off.
Responsibilities
Service Support:
- You will be the first point of contact performing initial triage of incoming service calls/emails/alerts and making appropriate routing decisions, resolving the issues, or escalating to the second line teams within the required timescales to achieve SLA’s
- Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
- Liaise with customers and third party suppliers as required to provide timely resolution
- Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
- Establish and maintain effective working relationships with colleagues and management
- Ensure adherence to all service desk policies and procedures
- Understand and respond to feedback from ticket quality reviews
- Complete mandatory training designated by Bell within the required timescales
- Applicant will be required to pass various security and vetting checks, upto and including SC level clearance
- Previous experience working with ticketing systems such as ServiceNow is desirable
- Able to demonstrate experience delivering exceptional customer service
- Experience adhering and working towards agreed SLAs and KPIs
- Understanding of IT workflows and ITIL practices
- Working knowledge of Microsoft 365
- General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
- Ability to work on your own initiative as well as part of a wider team
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