Service Desk Analyst

Department Overview The Service Desk consists of 16 analysts reporting to two Team Leaders. The two Team Leaders report to the Customer Service Manager. The Service Desk is the focal point for customers to report IT, Network & Telephony incidents and requests and acts as a communication channel to customers for events which may affect their ability to access IT services, including major incidents. The Analysts provide IT first line contact for all Bank staff. They liaise with Service Managers for Business specific activities, project activity and other IT areas within the Bank. Job Description The main responsibilities of the job are: Deliver best practice call management. Acting as first point of contact for IT, Network & Telephony queries which are raised via Phone calls and Live Chat. Logging, classifying and routing all new incidents and service requests including incident closures once customer is satisfied. First point of contact for customer liaison and keeping customers informed of progress of incidents. Recording, investigating, diagnosing and resolving incidents within agreed fix period within ITSM (our call logging system) Maintaining awareness of service levels for all assigned incidents Ensuring correct reassignment of unresolved or misrouted incidents. Attendance at major incident meetings as appropriate Identifying and assisting in the elimination of problems. First line requests Specific tasks will be allocated on an ad hoc basis Job Requirements The jobholder's work will be varied. The successful candidate will possess: Excellent customer service skills and Business knowledge including effective listening, patience, empathy and diplomacy. Excellent communication, inter-personal, team working and task management skills. A commitment to service improvement with a customer focused attitude A high level of quality focus, with an eye for detail and accuracy An understanding and interest in the use of IT within Business functions and ability to understand and react to business priorities and reflect them in call management. Confidence to deal professionally with staff at all levels in the organisation The ability to multitask - there is a high and demanding work load with a requirement to juggle priorities on a daily sometimes hourly basis, this includes being able to take phone calls back to back. Excellent administration and organisation skills Quick learning skills with information retention and a good technical aptitude/ability Ability to act on own initiative. The job is relatively structured and many processes must be adhered to, but, it is also expected that the job holder will be able to work on their own as well as within a team. Willingness to share and learn together is critical. A positive attitude, reliability and flexibility are also essential qualities. Minimum requirements Active Directory RSA Ace admin Exchange Mailsweeper BES support Intune for iPhone & iPads Becrypt/BitLocker Voicemail MX1 Remedy Required - ITIL qualified (Desirable)

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