IT Help Desk Service Support

New opportunity for an IT Service Support Analyst to join a large know organisation on a long term contract 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 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
• Experience working within a Help Desk environment
• Excellent verbal & written skills
• Excellent customer service skills

Project People is acting as an Employment Agency in relation to this vacancy.