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IT Service Desk Analyst

Location: CANARY WHARF, LONDON Salary: 22700 - 26000 GBP Per Annum
Sector: Technology Job Type: Permanent
Shift Type: N/A Applications: 2
Posted: 12 months ago Reference: 3056515

A Permanent IT Service Desk Analyst is required In London, Canary Wharf.

The purpose of your role:
Being customer focussed, you’ll use communication skills and technical knowledge to deliver an outstanding service.

Our client’s service desk is the single point of contact for when our people have an IT problem or new request. As one of the IT service desk analysts, you’ll be the first point of contact into the IT department for the people who work there. These customers expect high-quality and reliable support, so you’ll need to understand who they are and how the systems sit together, to make sure you deliver an excellent service. People will be in touch through email, telephone and in person and you’ll deal with everyone in a professional and confident manner.
By listening carefully to customers and asking the right questions, you’ll be establishing facts and following the processes and procedures that are in place to provide the right level of assistance.

How they’ll measure your success:
Delivering on your key performance indicators and service level targets.
How you’ve built your knowledge to solve a range of technical problems and your use of the IT service management (itsm) knowledge base to improve your first-time fix rate.
Meeting your team’s objectives and your contribution to our commitments.

Your experience includes…
· Working in a busy customer service environment, ideally on a technical service desk which supports a large number of users.
· Being able to respond to a high volume of customer queries from across the organisation, while remaining resilient and enthusiastic.
· Being able to accurately log, progress and resolve service calls using an itsm tool.
· Having experience of following processes and procedures to resolve calls.
· Having very strong verbal and written communication skills – you’ll be dealing with colleagues at all levels across the organisation.
· Having basic technical troubleshooting skills and experience of Microsoft products and ideally standard IT applications.
· Having the IT infrastructure library (ITIL) foundation certificate would be desirable.


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