Service Desk Analyst, Methods

• Strong analytical and problem-solving skills, with the ability to identify root causes in complex scenarios
• Excellent communication skills via various channels
• Ability to clearly communicate technical information to a non-technical audience
• Learn quickly and keep up to date with the latest technology advancements
• Work under own initiative, while demonstrating effective teamwork
• Demonstrate flexibility and adaptability to meet the needs of demanding workloads
• Deliver high quality work within the expected timescale to meet customer service level expectations
• Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings
• Embrace a passion for IT and technology
• A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer’s own knowledge
• Willingness and ability to work during weekends and out‐of‐hours when necessary (additional compensation for these hours of working will apply in line with T&Cs)

Desirable

• The Service Desk Analyst is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents
• They also process and coordinate appropriate and timely responses to incident reports, including the channelling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration
• Timely answering of support queries from multiple channels
• Promptly escalating issues to the relevant party to ensure progression
• Communicate relevant updates in daily ‘stand ups’ and as requested
• Share knowledge with team members
• Provide consistent high-quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution
• Maintain awareness of all relevant Service Level Agreements
• Deliver a high standard of customer service for all support queries
• Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers
• Undertake server patching in line with agreed processes
• Update records of customer environments to reflect actions taken
• Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements
• Carry out daily checks on customer environments, where required
• Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant
• Attend weekly meetings with customer technical staff, where required
• Visit customer sites when required
• Any other duties as and when required commensurate with organisational position