Service Desk Analyst
On site
Cheshire, United Kingdom
Freelance
18-12-2024
Job Specifications
In conjunction with the Purpose of the Role' statement above, the job incumbent will be required to delivery such services on an operational rotated 365 days in a shift working basis including Weekend and Night shift.
Keying the incidents from Client ticket system to Partners ticket system and vice versa
Coordinate end to end with various parties for printer incident closure within SLA
Pro-actively assist customers to avoid or reduce problem recurrence
Act as an escalation point agent when difficult or controversial calls/tickets that are received.
Provide and assist other analysts
Review and acknowledge service requests as per process
Take overall responsibility for service request handling
Act as a further escalation point for the coordinators.
To act as a single point of contact for phone calls, chat, portals, and emails etc. from staff regarding IT issues and queries
Responsible for troubleshooting IT related issues such as but not limited to software/applications to hardware, such as desktops, laptops, printers, and Phones of the accounts designated users
Log all customer contacts in tool provided and take ownership of incidents to their desired conclusion
Installation of all applications and resetting passwords to all enterprise applications
Escalate unresolved calls to various application and infrastructure support teams
Closely monitor and meet ticket SLA targets
Effective time/task management, as well as the ability to be flexible and creative on any given task
Operating within a 24*7*365 as per agreed shift Rota
Willingness to take on extra responsibility, as and when required
Responsible for monitoring and maintaining defined SLA's
Identify process improvement opportunities
Handle contacts in a professional manner with utmost quality
Work as a backup for other functional teams when necessary.
Perform Quality analysis when required
Responsible for aged ticket follow up and closure
Create Knowledge articles on common issues
Act as the designated backup for Incident Manager when reasonably instructed to do so
Monitor alerts related to components of infrastructure
Responding to the alerts
Follow the process and procedures that are introduced but not limited to the above points.
Apply temporary/permanent fixes, as required to eliminate issues
Collaborate with other departments and team members to implement procedures, methods, and best practices.
Stay updated about the latest information and apply that to the job
Key Skills/Knowledge:
Process Must be certified Security Cleared - Essential
Must be ITIL certified - Preferred
Quantifiable experience of operating in a face paced moving client facing engagement - Essential
In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues - Essential
Constantly seeks to improve technical knowledge and research new product capabilities - Essential
Possess excellent inter-personnel skills - Essential
Possess excellent soft skills, verbal and written communication skills - Essential
Willingness to participate and lead project meetings with the customer on request - Essential
Sound technical knowledge across the ITSM tools, applications including MS Office, Skype for business, etc.
Knowledge on Scripting will be an added advantage
Flexibility Available to support in Night shift (12 hour working for 4 days and 4 days week off), or another Rota, if required
Willingness to work on weekends on other shifts on a rotational basis if required
About the Company
Infoplus Technologies UK Limited is a global IT services company focusing on Enterprise solutions and integration services consulting (SAP/Oracle), MRO Master Data Management, software development, product solutions for education segment, and IT consulting services offering outsourcing solutions to enterprises worldwide. Since inception in 2000, Infoplus has focused on a principle to maximize output for its clients and partners through cost-savings, enhanced productivity and quality. Headquartered in the United Kingdom, we... Know more
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