Service Desk Analyst - London - Urgent
My client a leading Oil & Gas trading company based in London are looking for a Service Desk Analyst to join their team immediately.
Role Synopsis:
The Service Desk Analyst (SDA) will work as a member of a front line team of people to provide first level support for current and new systems.
The role holder will be expected to lead the way in call resolution and ensure all processes are up to date and close to hand.
As this is an outward facing role excellent working relationships are essential with a wide range of stakeholders at all levels, including the Business and Information Technology & Services (IT&S). In addition, the role will require close working with Service Desk analysts, on-shore and off-shore 3rd party partners.
The role holder will have very strong interpersonal skills, be able to understand the business's objectives and how the customer's problem may affect the business.
The analyst must have good customer service skills and be knowledgeable of the service desk workings, ensuring all customer calls are logged into remedy.
Key Accountabilities:
· Effectively communicate to the team all relevant information on a timely basis
· Ensuring root cause actions required are recorded, and implemented where applicable
· Ensure the quality of tickets is kept high at all times
· Handle, and where appropriate escalate, negative SD feedback comments such that the root cause of the negative feedback is addressed in order to prevent recurrence.
· Ensure all calls are logged in remedy.
· Provide relevant follow ups to the business on outstanding calls.
· Chase down resolution \ tickets with other resolver groups to ensure that they are resolved in SLA or where no SLA exists in a timely manner.
· The service desk analyst will be responsible for the end to end cycle of the call.
· Have a proficient telephone manner.
Essential Criteria:
· Experience of working in a high-volume service desk.
· Experience in working with service delivery organizations (both in-house and third party supplied) and good inter- and intra-team relationship building skills.
· Demonstrable Experience with technologies including:
* Windows XP, Windows 7 & Office Suites.
* Active Directory
* A range of computing platforms, (desktops, laptops, tablets, PDAs and mobile phones)
* Local Area Networking (LAN) and remote access services (such as VPN)
* Microsoft Office (2003+) productivity suite including. VBA macro programming an advantage.
* Corporate messaging using Outlook/Exchange platform for thick client, web-based email and handheld devices.
* Instant messaging using Windows and Yahoo clients.
· Strong communication skills, i.e. very customer-focused, articulate and methodical
· Proven skills in IT problem analysis / diagnosis and resolution
· Strong experience of industry standard compliance demands - for example, SOX and FSA regulations
· Strong Incident & Escalation management experience, following ITIL principles
· Strong written and verbal communication skills,
· Strong analytical skills
· ITIL v3 Foundation level qualified
Desirable Criteria:
· Scripting and Automation skills.
This is a fantatsic opportunity with a high profile client. Please only apply if you are immediately available.
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My client a leading Oil & Gas trading company based in London are looking for a Service Desk Analyst to join their team immediately.
Role Synopsis:
The Service Desk Analyst (SDA) will work as a member of a front line team of people to provide first level support for current and new systems.
The role holder will be expected to lead the way in call resolution and ensure all processes are up to date and close to hand.
As this is an outward facing role excellent working relationships are essential with a wide range of stakeholders at all levels, including the Business and Information Technology & Services (IT&S). In addition, the role will require close working with Service Desk analysts, on-shore and off-shore 3rd party partners.
The role holder will have very strong interpersonal skills, be able to understand the business's objectives and how the customer's problem may affect the business.
The analyst must have good customer service skills and be knowledgeable of the service desk workings, ensuring all customer calls are logged into remedy.
Key Accountabilities:
· Effectively communicate to the team all relevant information on a timely basis
· Ensuring root cause actions required are recorded, and implemented where applicable
· Ensure the quality of tickets is kept high at all times
· Handle, and where appropriate escalate, negative SD feedback comments such that the root cause of the negative feedback is addressed in order to prevent recurrence.
· Ensure all calls are logged in remedy.
· Provide relevant follow ups to the business on outstanding calls.
· Chase down resolution \ tickets with other resolver groups to ensure that they are resolved in SLA or where no SLA exists in a timely manner.
· The service desk analyst will be responsible for the end to end cycle of the call.
· Have a proficient telephone manner.
Essential Criteria:
· Experience of working in a high-volume service desk.
· Experience in working with service delivery organizations (both in-house and third party supplied) and good inter- and intra-team relationship building skills.
· Demonstrable Experience with technologies including:
* Windows XP, Windows 7 & Office Suites.
* Active Directory
* A range of computing platforms, (desktops, laptops, tablets, PDAs and mobile phones)
* Local Area Networking (LAN) and remote access services (such as VPN)
* Microsoft Office (2003+) productivity suite including. VBA macro programming an advantage.
* Corporate messaging using Outlook/Exchange platform for thick client, web-based email and handheld devices.
* Instant messaging using Windows and Yahoo clients.
· Strong communication skills, i.e. very customer-focused, articulate and methodical
· Proven skills in IT problem analysis / diagnosis and resolution
· Strong experience of industry standard compliance demands - for example, SOX and FSA regulations
· Strong Incident & Escalation management experience, following ITIL principles
· Strong written and verbal communication skills,
· Strong analytical skills
· ITIL v3 Foundation level qualified
Desirable Criteria:
· Scripting and Automation skills.
This is a fantatsic opportunity with a high profile client. Please only apply if you are immediately available.