Service Desk Analyst
1 month ago
The purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses. Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and Clients.
Key Accountabilities and Main Responsibilities
Operational Management
Ticket triage / categorisation / prioritisation / assignment.Escalation of Major IT Incidents,AD user record currency, network Share access, account provisioning / terminationProvide high quality customer service on inbound and outbound callsProvide efficient and effective query resolution by taking ownership for first call resolutionIdentify opportunities to provide information regarding other value-added servicesParticipate in formal and informal team based trainingAdhere to all legislative requirements required for the roleEnsure Service Level compliance for Incidents and RequestsMonitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional mannerUse agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are deliveredMaintain and improve on key Service Desk performance indicatorsParticipation in quality developmentActive involvement in team and cultural change within the Service Desk teamOther responsibilities as directed by the Manager or Team Leader, ServiceExperience & Personal Attributes
Experience working on a Service Desk - providing IT supportActive DirectoryService NowITIL processesStrong written and verbal communicationStrong customer service skills
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