Service Desk Analyst
Softcat plc
Marlow
12d ago

Reports To : Location : Salary : About the Team

The Service Desk and Support team are a proficient, fast-paced and exciting team who are committed to providing excellent customer service.

You will get involved in exciting technologies such as Networking, Security, Microsoft and Storage & Virtualisation. As expected on any support desk it can be challenging but is also extremely rewarding when you see the issue through to resolution.

Your Role

In this role you will be primarily responsible for ensuring that all necessary support tickets are progressed to the Service Desk and resolver teams.

  • You’ll need to be confident working in a fast-paced environment, as you will be a main contact between the Ops Centre teams, the Managed Services clients and the rest of the company;
  • fielding day-to-day queries and investigating their root cause to either resolve or escalate the query as appropriate.

  • Handling incoming telephone call, emails and portal tickets from our internal and external managed services customers regarding their IT requirements
  • Log Incidents and Service Requests
  • Process Change Requests
  • Ensuring all tickets are progressed within both the Service Desk and resolver groups
  • Maintain high levels of Incident ownership through the incident lifecycle to a satisfactory Customer resolution
  • Working with 3rd party partners to aid in the resolution of incidents and Service Requests
  • When required, attend the Change Advisory Board (CAB) and Problem Reviews
  • Articulate; ability to communicate clearly and persuasively.
  • Exceptional communication and interpersonal skills.
  • Motivated, competitive and results driven.
  • Able to work independently and as part of a team, with a can do’ attitude.
  • Ability to multi-task and prioritise requirements, whilst maintaining a focus on quality work.
  • Good time management, and the ability to thrive in a fast-paced environment to meet tight deadlines.
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