Employer: Hays Specialist Recruitment Limited
Salary:
Date Added: 14/02/2024
Are you passionate about IT and customer service?
Do you want to work for a leading multinational corporation?
If yes, then this is the job for you!
As a Service Desk Analyst, you will be the first point of contact for any IT related issues that our customers face. You will use your communication and problem-solving skills to provide the best service possible. You will log incidents, resolve them whenever you can, or escalate them to the right technical teams.
This is a full-time role for one of our flagship sites in Stevenage.
- Hours: You will work 37 hours a week on a shift rotation, Monday to Friday, between 07:00 – 18:00.
- Pay Rate: You will earn £11.80 per hour via Hays PAYE
- Contract: This is a 6-month contract, but there is a chance to convert it to permanent if you love the role and want to continue this exciting journey with us!
What you will do:
- Handle contacts from the end user via phone, email, and chat.
- Log incidents via phone and triage them according to priority and impact.
- Liaise with resolver teams to ensure issue resolution for the end user within the agreed SLA’s.
- Invoke Incident Managers if an incident is deemed a High Priority Incident, such as multiple customers or system down.
- Escalate incidents where customer calls to chase or where progress is slow.
- Provide remote technical support, resolving issues in a competent and professional manner.
- Prioritise and resolve technical queries and service requests within agreed service levels.
- Monitor Service Desk call queues, ensuring that all tickets are fully updated and processed appropriately.
- Collaborate with knowledge analysts in updating and creating knowledge articles and archive legacy documents which are no longer appropriate.
- Share new knowledge with team members, and support with documenting it.
What you need:
- Either currently hold BPSS and SC clearance or be able to go through the clearance acquisition process.
- Excellent written and verbal communication skills.
- Strong customer service skills using effective listening, understanding and articulating the next steps in a confident and professional manner.
- Logical and methodical troubleshooting approach.
- The ability to work well in a team and to support team members.
- The ability to work well under pressure in a busy environment.
- Initiative to keep skills up to date and maintain awareness of developments in the service desk and customer environment.
- Excellent knowledge of Windows, troubleshooting skills and being able to adapt to varying versions and services.
- Excellent technical understanding of Microsoft Services, such as Windows, Active Directory, Office Suites.
- Experience with multiple call logging ticket systems e.g. BMC Remedy, Support works and Sys Aid.
Why you should apply:
- You will work for a global leader that is innovating and transforming their industry.
- You will have the opportunity to learn from the best and develop your skills and career.
- You will be part of a diverse and inclusive team that values your contribution and respects your individuality.
- You will enjoy competitive pay and a supportive work environment.
If this sounds like the perfect role for you, don’t hesitate to apply now! We can’t wait to hear from you!
Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C’s, Privacy Policy and Disclaimers which can be found at hays.co.uk
Application Deadline: 28/02/2024
Contract Type: Contract
Submitted Applications: 0