About the Role

The Service Desk Analyst is responsible for providing first-line technical support to managed service customers. This role operates primarily within the service desk environment, handling incoming queries via phone, email, and instant messaging platforms.

Work Pattern: This is a fully remote role, following a 4 days on / 4 days off schedule, with working hours from 7:00 AM to 7:00 PM.

About Your Experience

Your main responsibilities will include (but not be limited to):

• Provide a channel for users to request and receive standard services, via email, phone, and self-service.

• Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA’s.

• Take ownership of users' incidents and requests and be proactive when dealing with these.

• Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.

• Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.

Incidents/Request for Service Duties:

• Recording and monitoring all faulty calls & requests for service on the Customer’s ITSM Tool.

• Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues.

• Escalation to customer internal teams, of faults that they are responsible for resolving.

• Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets.

• Communication with the customer resolver teams, to escalate and help with triage tickets.

Systems Support:

• ITSM tools

• Remote connection tools

• MS Office

• Windows OS

System Administration:

• Record all faults and related occurrences on the ITSM system

• Produce and update documentation of fixes for known issues 

• Upkeep of IT procedures (under direction of Line Manager)

What you’ll bring:

• Experience working in a Service Desk environment, preferably with a Managed Service Provider.

• Hands-on experience with service desk and remote-control software.

• Ability to give instructions to a non-technical audience. 

• Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android.

• Proactive, positive, self-starter and team player with a skill of continually improving processes.

• Ability to work in a team-based, collaborative environment.

• Track record of working in a customer-facing environment.

• Ability to digest complex data and relay it to users in a manageable, clear and concise way.

• Experience in Customer Service is essential.

• Experience of operating in high pressure and fast-moving environments.

• Excellent organisational skills.

• Service Level and Customer experience level Management experience.

• Good computer skills and the ability to use business support software and ITSM tools.

• Strong teamwork skills and attention to detail.

• ITIL v3 Foundation (minimum)

• Experience with Hornbill (Advantageous only) 

Key Measures and Targets:

• Timely response and resolution of Customer queries.

• Achieving target Response and Resolution SLA’s.

• Positive feedback on any Customer Satisfaction Survey.

Key Behaviours

Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.

Communication Skills: Proficient in communicating clearly and effectively.

Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.

Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.

Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment.

Attention to Detail: Accurately records and monitors incidents and requests

Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues