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About the Role

Service Desk Analyst
Knutsford, Cheshire
Permanent position

The Company:
James Fisher serves a diverse range of global sectors across three key markets: Energy, Maritime Transport and Defence - a trusted engineering services provider with an unrivalled ability to develop innovative solutions in challenging environments.
With a175 year heritage James Fisher has developed operational expertise in harsh environments ranging from wind farm commissioning to submarine and hyperbaric rescue and has become a trusted partner of major corporations and government agencies around the world.

The Role:
We are looking for a candidate to join our Service Desk team, which supports James Fisher and its Group Companies services. The primary objective of the role is to act as first point of contact for internal customers; troubleshoot, diagnose and resolve problems and/or escalate to the 2nd line support team to investigate and resolve.
On a daily basis, the applicant will maintain ownership of faults and provide timely updates to internal customers ensuring faults are given the correct level of priority and meeting service level agreements.
We are looking for a candidate who has a good technical foundation in a first\second line service desk role and also excellent customer service skills, a willingness to pick the phone and liaise with our customers. There is opportunity for the right candidate to develop further within the department.

Key Duties & Responsibilities:

• Act as a single point of contact for IT issues and queries
• Provide 1st Line Support and resolve a high percentage of incoming IT Support requests upon the first contact including troubleshooting of IT related issues (software & hardware)
• Ensure a swift response and analysis of new requests, escalating promptly if required
• Assess the business impact of IT Incidents and accurately assign SLAs and follow escalation procedures as directed
• Answer incoming calls and record details of the fault / request in GBS service desk software - a high level of detail and accuracy is required
• Take ownership of user issues, follow up the status on behalf of the user and communicate progress in a timely manner following through to conclusion
• Be fully conversant with Incident Management and SLAs
• Follow procedures, maintain documentation and standards and collate and submit asset information as required
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Present a positive and helpful attitude to business customers
• Provide stats for the weekly Service Desk report on call trends as required
• Publish, update and utilise support documentation and Standard Operating Procedures (SOPs) to assist staff with requests for information
• Arrange for Third Party support where problems cannot be resolved in house
• Liaise with and manage Third Party Suppliers in relation to resolving issues proactively to ensure Service Level Agreements (SLAs) are adhered to
• Be prepared to work out of hours if required (to be discussed & mutually agreed on a case by case basis where applicable)
• To work under the direction of the Service Desk Manager
• Always be “Service Oriented’ and look to improve the level of service to the Business
• Any other duties required to meet the SLAs and Business Objectives

Skills & Qualifications:
Any IT or service management qualifications would be desirable along with a reasonable comprehension of server and networking technology and protocols.
Good all round experience of desktop software products in particular Microsoft Office and Exchange.
An understanding of ITIL methodology – ITIL Foundation qualification desirable.
Experience in 3rd party contract liaison

The Person:
You will need excellent communication skills (verbal & written) and telephone manner with customer service skills to match.
Ideally you will have incident management experience, managing incidents including business expectations and communication.
An understanding of Change Management process and the ability to manage own workload and able to deal with a diverse range of requests and user queries.
The ability to deal with differing levels of IT awareness, from within own team and user base.
Must be able to demonstrate the ability to work well as part of a team and be self-motivated with a desire to provide excellent customer service.

Due to the volume of applications that we receive for our vacancies, on occasion applications may close before the deadline, so please apply early to avoid disappointment.

James Fisher and Sons are committed to taking positive action on diversity and strongly encourage applications for candidates from all backgrounds. We are proud to be a Disability Confident employer and recognise that our success depends on our talented and diverse workforce.

James Fisher and Sons plc and all subsidiary businesses are committed to creating a diverse workforce and are proud to be an equal opportunities employer. For further information on the James Fisher group please visit our website.