Service Desk Analyst

Job Purpose

To perform as part of the team within the Technical Service Desk, providing 1st line IT support and excellent customer service.

Major Tasks and Activities

• To answer all incoming contacts, including calls and live chat received to the Service Desk and all interactions captured within ticket system, either as a new ticket or as an update to an open one to the agreed standards.
• To utilise active listening/questioning techniques to understand and interpret customer requirements when logging issues, prioritising them against agreed SLAs.
• To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first contact.
• Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
• To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA’s
• To assist with mailbox processing when required, logging customer issues/requests and replying to any queries
• To respond to customer chases or escalations on contacts professionally, and follow agreed process to further the calls progress and manage the customers expectation
• To log and escalate incoming contacts with third parties where required, ensuring communication back to the customer

Additional Accountabilities

Any other duties as deemed necessary to achieve department goals.

Key Outputs/Deliverables

• Log all incidents and service requests raised to an agreed standard of detail.
• If required, to assist in the training and development of new staff, to improve resource and quality level of the service desk.
• Follow agreed Service Desk Processes
• First line fixing of faults to an agreed percentage.
• Perform customer facing role, focused on delivering against established Service Desk performance targets and putting the customer first.
• To action service requests and all other offline tasks, in addition to answering incoming contacts.
• To proactively bring to the Supervisors, Team Leaders & Service Desk Technicians attention any new first line fix information, documenting, when necessary, to assist in the creation of up to date knowledge articles for the team.

Person Specification

Qualification and Experience

• Service/Help Desk experience
• Customer Service Experience, both face to face and over the phone
• Proven experience in using a Service Management system to manage all incidents and requests.
• Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.

Technical and Specialist Knowledge

• Ability to apply technical fixes, using agreed IT toolsets
• Ability to utilise active listening, analysing and understanding the needs of the customer
• ITIL awareness
• Ability to progress escalations
• An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure

Key Behavioural Competencies

• Customer Focused, committed to providing a professional 1st line service
• Able to work within a high volume and fast paced environment
• Ownership skills
• Ability to prioritise and manage own workloads against set SLAs
• Excellent Time Management Skills
• Comfortable working across a multi-disciplined environment
• Ability to interact with all departments in Babcock IS and Third Party Organisations
• Excellent verbal skills, particularly remote support over the phone
• Excellent written communication skills
• Ability to deal with conflict professionally
• Flexible, can do attitude
• Capable of working on own initiative

Working Hours

Work patterns are rota’s, between the hours of 0630-1730 Monday-Friday, excluding Bank Holidays.

Security Criteria to be achieved

• MoD SC Clearance
• Other security clearances as contracts demand e.g. Met Police Security clearance.

Your responsibilities

• Reporting to the Service Desk Team Leader.
• Working within Babcock Information Services department.
• Technical service desk.
• Customer facing role.

SUITABLE CANDIDATE WILL BE ABLE TO:

• Apply technical fixes, using agreed IT toolset.
• To utilise active listening, analysing and understanding the needs of the customer.
• Progress escalations.

These will be more or likely the same as the candidates you are currently needing to source/ previously sourced.

Required skills

ESSENTIAL:

• Proven Service/Help Desk experience - customer service experience.
• Customer Service Experience, both face to face and over the phone
• Proven experience in using a Service Management system to manage all incidents and requests.

DESIRABLE:

• ITIL awareness.
• An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure.
• Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.

What we offer

Babcock Rewards Platform allows you to choose from a range of benefits that best meet your needs, including critical illness insurance, travel insurance, healthcare cash plan, dental insurance, shopping offers and discounts.

• Employee Share Scheme.
• Free, independent employee assistance programme, offering confidential information, support, advice and counselling, 24 hours a day, 7 days a week, 365 days a year.
• Professional memberships, personal development training and opportunities.
• If you are a reservist in the armed forces, we provide up to ten days special paid leave in support of your training commitments.
• 25 Days plus bank holidays
• Pension scheme with employee pension contributions matched up to 8% of salary, with life assurance