Service Desk Analyst

Our philosophy is to understand our customers’ business first before we get to the technology.

This approach leads to clever software; streamlining old processes, saving money and delivering positive change.

Our technology has helped the NHS screen millions of babies for hearing loss, ensures hundreds of housing providers are managing their homes efficiently and helps officers in over a dozen different police forces to make better decisions at the frontline.

Based in the UK but working around the world, our 2,000 employees help improve the services that matter most.

We are now part of the NEC corporation, a leader in the integration of IT and network technologies that benefit businesses and people worldwide – this brings in new opportunities without limits for growth and innovation.

 

The service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes. The objective of the service desk analyst is to restore “normal service” to the users as quickly as possible.

The successful candidate will be required to work in rotational shift pattern between 09:00 AM – 5:00am Monday – Friday. The successful candidate should also be ready to work 24*5.

Location –  Airoli

The successful candidate will be responsible for:

• To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
• To manage the functional mailboxes and ensure timely logging of emails in the service management tool
• To be able to troubleshoot Microsoft Outlook, Teams and other Microsoft application like OneDrive, Forms etc.
• To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures. 
• To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
• To provide first line investigation and diagnosis where applicable
• To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group
• To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc
• To keep users informed of progress (especially post SLA breach)
• To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
• To reflect on customer feedback through customer call closure surveys
• To contribute to team meetings
• To undertake all required training for the role

Essential

• Ability to make decisions and take ownership
• Ability to work under pressure
• Self-motivated
• Excellent interpersonal and communication skills
• Experience in Incident Management.
• Knowledge of ITIL functions
• Excellent spelling and grammatical skills
• Ability to influence, shape and manage processes
• Flexibility in approach
• Experience using incident logging tools

Desirable

• Previous experience working within the Service Desk / Technical Support
• Previous working experience within in first/second line support
• ITIL Foundation Accreditation (v3 or v4)
• Experience in other Service Management processes
• Knowledge of MS Excel / Gsheets

Any graduate

NA