Service Desk Analyst

Overview

The purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses.

Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and Clients.

Key Accountabilities and Main Responsibilities

Operational Management

• Ticket triage / categorisation / prioritisation / assignment.
• Escalation of Major IT Incidents,
• AD user record currency, network Share access, account provisioning / termination
• Provide high quality customer service on inbound and outbound calls
• Provide efficient and effective query resolution by taking ownership for first call resolution
• Identify opportunities to provide information regarding other value-added services
• Participate in formal and informal team based training
• Adhere to all legislative requirements required for the role
• Ensure Service Level compliance for Incidents and Requests
• Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner
• Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered
• Maintain and improve on key Service Desk performance indicators
• Participation in quality development
• Active involvement in team and cultural change within the Service Desk team
• Other responsibilities as directed by the Manager or Team Leader, Service

Experience & Personal Attributes

• Experience working on a Service Desk - providing IT support
• Active Directory
• Service Now
• ITIL processes
• Strong written and verbal communication
• Strong customer service skills