Service Desk Analyst
What you’ll do
· Be the first point of contact for our internal customers – by answering their questions, listening to what’s gone wrong for them, and improving their experience with technology.
· Capture and share the right information about customers’ problems in ServiceNow
· Work together and share insights with others in the team, especially at shift changes
· Work closely with the Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems
· Own your customers’ Incidents as if they were yours, always aim for service excellence – by frequent communication, setting expectations and working closely with other teams involved in problem-solving.
· Prioritise and sort out your customers IT issues according to our service level agreement
· Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk
· Keep up to date with changing security requirements
· Uphold our standards, processes and policies
The knowledge, experience and qualifications you need
· Any experience in excellent customer service no matter what industry
· Experience in handling calls to support customers and resolve issues with stipulated time
· Good with Microsoft-based operating systems, especially Windows 10
· Experience in handling AD account lockouts, Password resets, basic software installation requests etc.,
· Experience in using ServiceNow ITSM tool for logging tickets
· Knowledge, experience or a qualification in the ITIL Framework
· Experience of processes to keep improving service
The knowledge, experience and qualifications that will help
· Experience as a service desk analyst
· Experience of understanding customers, managing incidents and meeting business expectations
· Certification as a Microsoft Certified Professional (MCP) or equivalent
· A degree-level qualification in a computing or technical discipline