Support Desk Analyst
Due to increased workload and company growth our clients IT department are looking for a Support Desk Analyst reporting to the Support Desk Manager, the Incident Support Analyst is responsible for assisting the support desk analysts in the daily use of any computer hardware and related software packages and telecommunications issues that need to be escalated to another team or department
The key accountabilities of role:
·Act as a buffer between 1st line and other teams or departments
·Resolving calls that were unable to be fixed initially by the 1st line team
·To liaise with 3rd line business partners in support of the above.
·To liaise with both software and hardware technicians to resolve issues.
·To be aware of Service Level Agreements and act accordingly.
The critical activities of role:
·Collaborating with others to exchange information and ideas in order to resolve problems and provide an expert resource within the Service Desk environment.
·Being capable of diagnosing and solving a variety of problems in software packages.
·Showing persistence in a task despite contradictory and tight time constraints.
·Demonstrating an understanding the policies and values at both location and department level.
·Having the ability to cope with foreseeable but unavoidable stressful situations, strong and consistent criticism experienced at regular intervals within the Service Desk environment.
·Maintaining the Support Desk database, finding and where you can fixing any bugs or problems
The Incident Support Analyst will ideally express:
·At least 12 months previous experience of working in a busy support desk environment
·An ability to build and develop a broad range of personal contacts for the exchange of information and ideas, in order to be able to assist customers with problems and queries they may have with software packages.
·Persistence in dealing with difficult tasks over a period of time and showing perseverance in reaching an objective despite obstacles.
·Commitment to delivering a high quality Support Desk and demonstrating empathy with customer's point of view.
·The ability to maintain effective work performance, remaining calm and self- controlled when under pressure. Listens to constructive criticism from others without becoming defensive...
·Ability to work conscientiously and efficiently within own work routines paying attention to detail to minimise errors.
·Flexible thinking style to problem solving and looking beyond symptoms to identify root causes.
·Good communication skills, asking questions to clarify understanding, listening attentively to users and pass information accurately and effectively.
·Understanding of the different functions of the business and work within the standard operating procedures, rules and regulations.
Being flexible when required in terms of working hours.
·Knowledge of ITIL would be an advantage
·Good working knowledge of SQL