Service Desk Analyst

Harvey Nash is working with an established and successful communications services company, who are recruiting two Service Desk Analysts.

If you believe that you can demonstrate excellent customer service skills, as well as, experience of troubleshooting service faults then please get in touch.

The company offices are in ZONE ONE.

The large amount of interest in this position means that only those who can demonstrate and articulate their experience of the below competencies will be considered;

* Resolve service issues and escalate network and platform issues as required

* Plan the delivery of large orders ensuring all resources are available and timelines met.

* Providing support for porting number ranges to and away from our networks

* Report reviewing for daily platform stats

* Identify areas of improvement ”broken processes” and champion their resolution

* Ensure that resolution requests are fulfilled and SLA’s and KPI are met

* Required key skills strong customer service focus

* Experience in providing phone support to internal and external customers

* Excellent communication skills - both written and verbal

* Intermediate level experience in the following MS Office packages:
Excel, Access, Visio

* IT process management experience (incident, change, problems)

* Proven ability to operate in extreme high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism

* Able to work individually with minimum supervision and also as part of a team

* Good logical reasoning, ability to follow set processes and a structured approach to troubleshooting and problem solving

* Experience of producing technical user documentation and training manuals

* Basic level experience in SQL Server Reporting Services (Desired)

* Good understanding of ITIL standards (Desired)