The Service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes. The objective of the service desk analyst is to restore “normal service” to the users as quickly as possible.
The successful candidate will be required to work in rotational shift pattern between 09:00 AM - 23:30 am Monday – Friday. The successful candidate should also be ready to work 24*7.
Required Skills: Knowledge on M365 Admin Centre, Azure Helpdesk Admin, Basic IT Technical Skills, Interpersonal skills such as telephony skills, communication skills, active listening, and customer care training.
The successful candidate will be responsible for:
• Identify process gaps and escalate to manager where required suggesting resolutions where possible.
• Be the first escalation point for all issues escalating the team Manager where required.
• Work closely with all Service Management Seniors and Managers to align process for best working practices.
• Be involved in all Service Desk activities and to support the Service Desk Analyst ensuring process adherence and quick resolution times.
• Monitor team workload in particular emails, SLA management and knowledge spot-checks, delegating workload where necessary.
• Create, maintain, and improve documentation where required.
• Chair team meetings where required.
• Ensure Daily/Weekly/Monthly reporting is completed and distributed within the expected timeframes.
• Complete weekly quality and performance checks on all team members.
• Create and develop coaching and training plans for all team members ensuring any team training gaps are escalated to the manager.
• Organise Service Desk and Queue Management overview training for any new NEC employees across the business.
• Be involved in recruitment activities lead by your manager.
• Act as the point of contact for the team when the manager is unavailable.
• To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
• To manage the functional mailboxes and ensure timely logging of emails in the service management tool
• To be able to troubleshoot Microsoft Outlook, Teams and other Microsoft application like OneDrive, Forms etc.
• To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures.
• To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
• To provide first line investigation and diagnosis where applicable
• To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group
• To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc
• To keep users informed of progress (especially post SLA breach)
• To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
• To reflect on customer feedback through customer call closure surveys
Essential
• Ability to make decisions and take ownership
• Ability to work under pressure
• Self-motivated
• Excellent interpersonal and communication skills
• Experience in Incident Management.
• Knowledge of ITIL functions
• Excellent spelling and grammatical skills
• Ability to influence, shape and manage processes
• Flexibility in approach
• Experience using incident logging tools
Desirable
• Previous experience working within the Service Desk / Technical Support
• Previous working experience within in first/second line support
• ITIL Foundation Accreditation (v3 or v4) will be prefered
• Experience in other Service Management processes
• Knowledge of MS Excel
