1st Line Analyst - Service Desk - nights

Responsible For

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Responsible To

Service Operations Team Leader

Main Purpose of Job

· 1^st Line Support of Wintel / Retail and Hardware related incidents.

· Accurately log incidents and ensure all relevant data is captured whilst logging the incident.

· Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

· Proactively keeping Customers informed on incident or request status and progress.

· Escalate incidents where a first time fix is not possible to either 2^nd line support or the relevant resolver group.

· Adhering to Incident management procedures.

· Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

· Resolve >60% of incidents logged as a First Time Fix

· Keeping up to date with the current standard procedures.

· Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

· Provide a point of technical escalation and expertise.

· Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager

· Escalate potential problem issues with Problem and Incident Management.

· Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

· Contributing to team meetings.

Knowledge & Experience

· Educated to GCSE level or equivalent in Maths and English.

· Good knowledge of IT platforms, equipment and applications.

· Proven Customer service skills

· Up to 6 months' experience as an analyst within a similar environment

· Industry recognised qualifications in relevant area is desirable (i.e. MCP)

· Up to 6 months remote support experience of

o Windows Operating Systems (Essential)

o Citrix (Desirable)

o Cisco Telephony Systems (Desirable)

o Hardware troubleshooting of both desktop and server hardware. (Desirable)

o Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc (Desirable)

· Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)

· Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable

· Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable.

Personal Attributes

· Positive, enthusiastic and supportive individual.

· Effective communication skills.

· Ability to take ownership of and progress incidents to resolution.

· Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.

· Ability to work under pressure and apply existing knowledge to unknown areas.

· Ability to work in a team and to support team members.

· Structured troubleshooting skills and inquisitive nature.

• Passionate, professional, with a 'can-do' attitude at all times
• Proactive thinking
• Problem management and Problem solving