2nd Line Service Desk Analyst

Transputec Limited - London
1,000 - 2,500


Job type: Full-time
Date Posted: June 16, 2017
Location: Cebu
Industry: Information Technolgy
Company size: not set
Years of Experience : 2

Skills Required:

  • Problem-Solving Skills
  • Strong Analytical Skills
  • Customer Service
  • IT Hardware Set-up

Job Description

Role : 2nd Line Service Desk
Service : Permanent
Direct Report : 2nd Line Team Leader
Role Purpose : To provide initial point of contact and support to customers, assisting them with IT hardware and software problems via phone, email or remote assistance.

Key Accountabilities
• To provide technical support; answering support queries via phone, email & self service
• Supporting staff via remote assistance, providing a high level of resolution at first contact
• To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
• To take ownership of user Incidents and be proactive when dealing with user issues
• To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
• To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
• Respond to requests from users and help them resolve hardware or software requirements
• Support users in the use of IT equipment by providing necessary guidance and advice.
• To escalate more complex calls to Senior level technicians/Service Desk Manager (to include Infrastructure/Problem Manager were dictated)
• To work with 3rd party technical support where incidents or requests cannot be resolved internally
• To highlight trends and major incidents to Service Desk Manager immediately
• Where required visit branch sites to undertake 1-2-1 support and complete scheduled and project work

Service :
• Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
• Maintain an acceptable level of service to the customers and business
• Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc)
• Consistent and reliable service delivered against all types of incidents & service requests
• To correctly categorise incidents and set applicable priorities by impact vs severity
• Consistent approach to all service desk calls
• Ability to escalate complex service issues
• To maintain and deliver IT knowledge and process documentation where required

Governance and Process :
• Follow approved Incident Management & Service Request processes for all service related issues
• Follow approved escalation procedures for all complex issues
• Values met
• Follow approved Phone Support Process to ensure a consistent approach for all users

Personal Specification
Experience :
• 12 months experience within an IT support environment (1st/2nd line)
• 12 months experience in supporting Users in a Citrix Environment
• Excellent experience with using and troubleshooting Microsoft Office 2010 (2013) and 2016 with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint
• Excellent experience with using and troubleshooting Windows 7,8 and 10 & iOS 8x/9x
• A firm understanding of ITIL, ITIL’s framework and how this applies to the IT Function

• Use of ITIL based incident/request logging tools

Skills :
• Excellent telephone & customer service manner
• Excellent understanding of IT hardware set-up and configuration
• Focused on quality
• Excellent customer service skills
• Self-motivated
• Excellent interpersonal skills
• Excellent organisational skills to ensure that company processes and procedures are put in place
• Knowledge of supporting Citrix environments

Education :
• 5 GCSE’s including Maths & English (A-C)
• ITIL Foundation (v3)

• Industry IT standard certification (MCP or similar)

Where available a full/clean British driving licence (not essential) Not necessary for those in Manila

About the company

Transputec Limited


Not set

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