Service Desk Analyst - Non Technical - Reading - 12 hr shifts

Service Desk Analyst - Non Technical - Reading - 12 hr shifts (days & nights)

Service Desk Analyst required to be single point of contract for all internal and external customers and is responsible for the interface into ICT & Network Operations for all incidents and service requirements

Facilitate the restoration of incidents through careful 1st line diagnostics and timely assignment of tickets to the relevant resolving groups

Ensure a prompt and professional response to all types of enquiries into the Service Desk (Calls, Tickets, Emails)

Manage escalations as per Standard Operating Procedures

Manage E2E Service Level performance across all operational partners via Jeopardy Management process

Skills:

Experience working in a Service Desk environment

Knowledge of Remedy

Working knowledge of MS packages - Excel, PowerPoint, Word

Excellent communication skills and able to develop and manage relationships

ITIL

Please apply via this site in the first instance or send a CV with covering note to Fred.Cope@Projectpeople.com

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