IT Service Desk Analyst 43 views

IT Service Desk Analyst

Job Type : Permanent, Full Time

Salary : £21000 – £22000/annum Plus Bonus & Company Benefits

Hours: The hours of work are Monday – Friday between 7am-7pm on a shift rota basis
As a result of internal promotion, Ricoh are looking to recruit an additional Service Desk Analyst to join our team on a key UK customer site. We are looking for an additional analyst, to join our team and provide a single point of contact for the Service Desk; providing first line diagnosis, resolution and functional escalation of incidents and service requests on the client Service Desk.
What you will be doing…
* Provide first line logging, diagnosis and resolution of incidents and service requests that enter the service desk via phone call, email or our client's online portal to ensure a high level of customer service is delivered
* Own tickets and provide functional escalation to Ricoh, the customer and 3rd party supplier resolver groups
* Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets
* Classification and prioritisation of calls in-line with Incident and Service Request Management processes to allow for trending and reporting to drive management information to improve the service Ricoh offer
* Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the Ricoh way
* Maintain understanding of applicable technologies in use by the customer to contribute to a higher level of first time fix rates
* Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers
* Engage in "shift left" activities with technical teams to allow more incidents to be resolved at first line cutting down disruption to users and enhancing customer satisfaction
You will ideally have…
* Technical support skills in supporting Active Directory, Microsoft Office, 365, Exchange, Mac iOS
* Experience of working in a client facing IT environment
* Must be capable of working unsupervised to agreed timescales
* Excellent interpersonal skills
* Ability to develop good relationships with customers
* Ability to organise and prioritise work in an effective manner
* Methodical and disciplined approach to work
* Excellent troubleshooting skills 

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