IT Service Support Analyst

New opportunity for an IT Service Support Analyst to join a large known organisation on on-going contract role based in Reading.

You will act of first point of contact for group IT Internal and external customers, ensuring excellent customer experience by providing high quality 1st/2nd Line & Desktop support.

Responsibilities:

• Answering customer telephone calls in a timely and professional manner and monitoring customer support requests submitted via email.
• Ensuring that all calls are logged within the helpdesk system in a clear, concise and professional manner, ensuring all the necessary details are accurately captured.
• Communicating with the customer and using a good understanding of the client's services to ensure a full understanding of the issue or query.
• Take ownership and progress calls, keeping the helpdesk system/customers updated, according to the commitments and processes in the Group IT Service Level Commitment - Performing technical diagnostics and fixes of customer fault calls, based on scripts and documentation supplied.
• Logging and progressing support calls with suppliers where needed to resolve support issues.
• Escalating calls according to Group IT Service Level Commitment.
• Proactively notifying customers of faults detected by the Group IT.

Accountabilities:

• Deliver an excellent customer experience and agreed level of service to internal and external customers, business partners and external suppliers, in line with the company values
• Manage, prioritise and respond promptly and effectively to assigned tickets, demonstrating & performing effective Incident Management disciplines - Managing assigned tasks, incidents, changes, project tasks and activities through to satisfactory conclusion according to SLA targets.
• Improve and maintain documentation & procedures towards continual improvement - ensuring all key information is effectively maintained centrally and fed back to the Service Desk
• Contribute fully within the team, ensuring the right environment is maintained
• Actively contribute to improvement of Helpdesk and departmental processes and procedures
• Adhere to company policies and procedures at all times
• Display cultural sensitivity in dealing with colleagues from the Headquarters and other countries

Qualifications:

• Knowledge and understanding of ITIL & Process Management
• Technical experience
  • General desktop/PC Support
  • Active Directory
  • MS Office 365
  • SCCM
  • IOS Experience
• Excellent verbal & written skills
• Excellent customer service skills

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