Job Service Desk Analyst unspecified Technojobs - job offers
Job description:
Service Desk Analyst - Southampton - £20,000 - £22,000 Introduction An incredibly exciting opportunity has arisen for a service desk analyst to join one of the best Microsoft Gold partners in the South Coast. Specification: As a service desk analyst you will be responsible for end to end management of incidents and service requests reported by the customer, achieving first time fix where possible. Escalating and liaising with other business units as required in order to resolve issues within the defined SLA. *Central point of contact between our customers and IT Services *Manage Incidents and Requests *Receive and record all calls from our customers *Provide initial assessment of all Incidents, attempt first time resolution, and /or escalation *Monitor and escalate Incidents according to the customer's SLA *Keep users informed on status and progress of their Tickets *Produce Management Reports *Aid customer retention and satisfaction Responsibilities: Ensure that all telephone and email requests are logged within the Ticket Management tooling Take ownership of specific Tickets, ensuring that they are monitored, tracked and updated accurately and concisely throughout the lifecycle Carry out initial support and classification of Incidents and Service Requests to determine the correct SLA / urgency Complete investigation and diagnosis via the remote management tools available or via communication with the customer / end user Resolve Tickets by implementing permanent fixes or work around to known errors Resolve Service Requests by following standard work instructions Escalate Tickets to 3rd party suppliers in line with Warranty processes or as defined by the customer contract Invoke appropriate technical escalation in line with the Escalation Policy to ensure...
Employer Name: Technojobs
Job short description: Commercial sales representatives
Country: United Kingdom
Contract duration: Permanent
Contract type: Full time
Source of job offer:
Department for Work and Pensions, Public Employment Services, United Kingdom
How to apply: Other - see free text
Salary currency: GBP
Salary period: Monthly
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