IT Service Desk Analyst - Tier 2 - London

Addleshaw Goddard
South East England
05 Aug 2017
02 Sep 2017
Contract Type
IT Service Desk Technical Analyst (London)

To provide the highest level of customer service to the business through the resolution of calls directly from customers or escalations.


? Managing customer calls from contact point to resolution.

? Taking responsibility for the timely resolution of calls whether fixing the issue directly or escalating.

? Telephone and face to face support.

? Remote support for UK sites, International sites and home workers.

? Inclusion on the International support rota.

? Resolving direct and escalated calls and walk ups in a timely manner, ensuring that call logs and customers are kept up to date at all times.

? Use the call logging software to record the details of all calls, enter updates, track status and resolution. ? Problem management.

? Technical research and troubleshooting.

? Walk in requests for assistance.

? Deployment of local hardware and fixes.

? Identifying proactive measures to improve service.

? Involvement in project work on an ad-hoc basis and where the roles technical troubleshooting expertise is to be expected.

Knowledge, skills and experience required (bespoke to role)

? 3-5 years relevant experience in professional Service Desk environment with a focus on quality service

? MCDST/MCP qualified

? ITIL v3 preferred

? Proven troubleshooter

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