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Service Desk Analyst
Service Delivery Manager
Watford Head Office
We currently have an opportunity for a Service Desk Analyst in our Head Office in Watford. The role is part of the Service Desk team and will provide helpdesk support for all of the BrightHouse stores, Customer Service Centres, National Service Centre, and field and Head Office users.
The role will be responsible for managing, co-ordinating , closing the Service Desk Incidents and change requests in an appropriate timeframe with minimal business impact on the user within the agreed service levels and business priorities. The Service Desk Analyst will not only handle Service Desk Incidents, but also provide an interface for other business activities via the Change Request procedure.
Main Responsibilities include:
Responsible for managing, co-coordinating and resolving Service Desk Incidents.
Responsible for keeping users notified and informed on Incident status and progress.
Responsible for ensuring user customer satisfaction in every step of problem resolution.
Responsible for proactively monitoring the Service Desk queues identifying any SLA failures and notifying the IT Service Delivery Manager.
Maintaining the Supportworks Call Logging System.
Maintain procedures where necessary with instruction from the IT Service Delivery Manager.
To support the IT Service Delivery Manager by assisting in any additional duties.
To adhere to all policies and procedures as requested by the IT Service Delivery Manager.
Understanding of network architecture
Understanding of Microsoft Operating Systems and PC's
Good awareness of computer technology
Proactive approach to problem solving
If you feel you have what it takes to work in a fast paced environment with us then please apply today!
Previous Customer Service or Help Desk experience
Previous IT Qualifications to any level advantageous
Experience of using Supportworks call logging system
There is no need to provide bank account details or payment to any person or organisation when applying for vacancies. If these details are requested for any vacancy you see with us, please report it to us via our contact page.
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