Service Desk Analyst - Bradford

Salary / Rate:

GBP 16,000.00-19,000.00 

Location:

West Yorkshire 

Rate:

Yearly 

Job Type:

Permanent 

Sector:

Other 

Date Posted:

10/03/2010 

Reference:

NESIT-22271 

My utilities client in Bradford are looking for a Service Desk Analyst to join the team on a permanent basis


Key Accountabilities as a Service Desk Analyst:

Provide excellent customer service constantly striving to exceed each customer�s expectations
Ensure that the Service Desk delivers the service required by the business, as defined in the SLA, as efficiently and effectively as possible
Ensure all Service Desk functions are aligned and delivered in accordance with ITIL best practice
Develop reports where required to enable management and monitoring of KPIs
Train and support more junior staff in the use of Service Desk tools and procedures
Train and supervise IT rota staff
Proactively spot trends that will alert Service Management of potential service issues
Contribute to the Incident Management Process
Document Service Desk processes and procedures and review regularly
Manage the day to day maintenance of the services provided by the Service Desk tools
Monitor all information logged in the Service Desk tool is of the highest quality and accuracy
Identify initiatives for innovation or efficiencies and feedback to management
Participate in IT and Company wide initiatives
Acquire knowledge of new developments within IT
Manage risks and issues within own scope of authority
Liaise with IT development teams to ensure the quality of service handover fully meets those defined in the Service Management Portfolio
Develop relationships across IT and external to IT
Demonstrate corporate values and behaviours
Adhere to and comply with the IT Security and Information policy

Experience & Knowledge

Exemplary customer service skills.
Experience working in a busy Service Desk environment, effectively
managing calls to deliver end to end customer service.
Experience using ITBM or any comparable call logging tool.
Able to resolve 50% of the following call types with some assistance:
Laptops/Desktops
Toughbooks
PDA/Other
Printers
CITRIX/VMware


This role works on a rota between 07:00 - 19:00 Monday - Friday

Please forward your CV for more information