24*7 Service Desk Analyst

This role is based from our Hartlepool office.
You will have 1st line experience in proving IT service for users in the following:
Demonstrate excellent customer service and influencing skills across various mediums.
Knowledge of using Microsoft office suite (i.e. Outlook / Excel )
Flexibility in approach
Self Motivated
Ability to make decisions and take ownership
Strong communication skills
Excellent attention to detail
Ability to follow instructions
Experiencing of working in a first line role and a understanding of ITIL is desirable but not required
Role involves:
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 customer mailboxes and ensure timely logging of emails in ITSM Tool.
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 ensuring that IT issues & faults reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimizing the disruption to critical system.
Resolve basic hardware / software problems.
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
To provide IT support & preventative maintenance for all contracts.
To ensure comprehensive documentation of procedures are maintained, and to ensure that system documentation and support process is regularly reviewed.
The role is 24*7 Shift working. 14 Shifts every 28 Days. The exact rotation will be discussed during the interview stages.
Demonstrate excellent customer service and influencing skills across various mediums.
Knowledge of using Microsoft office suite (i.e. Outlook / Excel )
Flexibility in approach
Self Motivated
Ability to make decisions and take ownership
Strong communication skills
Excellent attention to detail
Ability to follow instructions
Experiencing of working in a first line role and a understanding of ITIL is desirable but not required
Previous experience working in a 1st line role or similar.
Must be eligible for UK Security Clearance

Employment type
Full-time

Work arrangement
No