Service Desk Analyst

Recruiter
Inspired Thinking Group
Location
Dartford
Salary
Not specified
Posted
09 Mar 2018
Closes
19 Mar 2018
Sector
Technology
Contract Type
Permanent
Hours
Full Time
Where does this role fit in? The Service Desk is the first point of contact for our clients, this is a unique opportunity to join a fantastic team in a fast-paced, down to earth working environment. We use Salesforce call logging system to create incidents and request call tickets. Operating a shift pattern Monday to Friday 8am-6pm with occasional out of hours and weekend calls required, our team are enthusiastic and proactive, committed to serving our client's needs as quickly and efficiently as possible. The role of the Service Desk Analyst is to ensure excellent system operation, so that our customers and staff can accomplish business tasks. As well as enjoying working under pressure and as part of a team, you will have excellent Customer Service and Interpersonal skills. You will have strong analytical abilities and be able to problem solve, manage your own time well and meet work-based targets. An understanding of the Service Desk function and its role within IT would be beneficial. The key responsibilities are as follows: To become part of the Service Desk and be the first point of contact for all 1st line service support for all Creator/Creator Clients IT Services Provide 2nd line diagnosis of incidents and service requests and implement solutions Prompt escalation of Incidents to 3rd line support Identify trends for ways to prevent future problem Access knowledge bases, and proprietary FAQ resources to aid in problem resolution and update knowledge base with new identified fixes Performing preventative maintenance, including checking and housekeeping To work closely with 3rd party vendors to maintain the integrity of our business application servers Recommend changes in line with developing technologies and the IT Strategy Service Desk Analyst | Support Desk | 1st Line Support | Problem Resolution | Inbound | IP Networking | Customer Service | Analytical | Microsoft TSQL | HTML | XML | .NET | CRM So, what can I expect in return? On top of a competitive salary, you can expect: 25 days' holiday bank holidays Pension scheme A range of salary sacrifice schemes Childcare vouchers Employee Assistance Programme Essential Requirements: Am I the right person for the job? Just have a look below, if this sounds like you it's definitely worth putting yourself forward. Good timekeeping Technically skilled with MS Windows desktops and office applications An understanding of IP networking Clear and logical thinking agility and problem-solving skills to tackle complex technical systems and Issues Experience of working independently and in a team-oriented, collaborative environment Exceptional customer service skills Ability to effectively prioritise and execute tasks in a high-pressure environment Proven analytical abilities A people person who has the ability to present ideas in a customer friendly language Highly self-motivated and directed Keen attention to detail Desirable Requirements: Showing us experience in any of these areas would be beneficial, but not essential: A good understanding of basic Microsoft TSQL skills Experience with HTML, XML and .NET Experience of e-CRM Systems would be an advantage Experience of working in an ITIL service management environment Service desk / IT desk experience What are you waiting for? You've got down to here which means there's a lot of things looking right, drop us your application and we'll get back to you as soon as we can About Our Company: ITG is among the most successful full-service marketing businesses in the world, employing over 600 specialists across technology, marketing, data, print and content creation. We have UK offices in Birmingham and London, an R&D centre in Dartford, and client teams throughout Europe. We have US offices in New York and Chicago. Our Media Centre marketing automation platform gives visibility and control of every aspect of our clients' marketing activity. It manages the marketing operations of around 60 blue-chip clients, including M&S, Heineken, PUMA, Audi, Sainsbury's, Renault and KFC. Our technology is supported by a range of market-leading services, including our Birmingham-based digital agency, 250 million in print management, an eCRM division, which sends out four-billion personalised communications a year, a retail strategy agency, comprehensive local marketing programmes, and a 22-seat, 24/7 artworking studio creating over three million assets a year. This job was originally posted as www.jobsite.co.uk/job/960308343

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