Service Desk Analyst Newcastle upon Tyne, England
Job description
Main Purpose of Role:
· Provide 1st and 2nd line support to employees, via various forms of engagement (voice, email and IM chat),
· Ensure all support is logged and managed through ServiceNow.,
· Ensure timely resolution of requests in line with agreed SLAs,
· Ensure exceptional levels of customer service,
· Escalate alarms from business systems via our monitoring software,
· Engage with 3rd line teams and/or external partners to seek advice or escalate complex issues,
· Support the management of the Joiners, Movers, Leavers processes and configuring/building of devices.
· Support with the build of PC’s, tablets and mobiles.
· Ensure that knowledge is shared across 1st and 2nd line.
Key Success Criteria
· Well-organised, hard-working, self-motivated team member,
· Friendly, personable and emphatic,
· Excellent written and verbal communication skills,
· Comfortable receiving and positively acting upon constructive advice and feedback,
· Logical and analytical thinking,
· Results driven, taking pride in achieving objectives,
· Able to work effectively ensuring customer satisfaction within agreed timelines,
· Comfortable engaging with business employees, either remotely or face-face,
· Flexible with changes in shift patterns supporting a 7 day operation.
Job Types: Full-time, Permanent
Salary: £25,000.00 per year
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Referral programme
- Work from home
Flexible Language Requirement:
- English not required
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Newcastle Upon Tyne: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: In person
Reference ID: Service Desk Analyst
