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IT Service Support Analyst

Job Title: IT Service Support Analyst
Contract Type: Contract
Location: Reading, Berkshire
Industry:
Salary: Negotiable
Start Date: ASAP
Duration: 6 months +
REF: PS-ITSA-CH_1646136451
Contact Name: Caitlin Heaney
Contact Email: Caitlin.Heaney@projectpeople.com
Job Published: 3 months ago

Job Description

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

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