Service Desk Analyst

Salary: Competitive Salary and Benefits Package

Job Title: Service Desk Analyst

Division: Customer Services – Service Desk

Job Location: Harrogate

Reports To: Service Desk Team Leader

Role:
Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.

Working as part of a dedicated team and with a passion for providing and promoting outstanding customer service at all times, the Service Desk Analyst will be the first point of contact for all our customers requiring anything from general advice through to in-depth technical assistance from our product support specialists.

Key Responsibilities and Tasks:

• First point of contact for all inbound customer calls received into the main support number(s). Providing day-to-day support to the end-user base.
• Managing customer queries and providing advice, ranging from general queries to providing first time fixes.
• Information gathering, qualification and prioritisation of new support requests ensuring allocation to the correct support team.
• Logging relevant information onto the internal ITSM tool – SMAX.
• Administration of customer account information ensuring that all relevant details are kept current and up to date.
• Provide first time fixes for support requests e.g. password resets or implementing telephony diverts.
• Arrange stock collections for faulty hardware, when replacements have been issued to customers.
• Administration of the Redcentric MyServices Portal e.g. setting up new customers, password requests etc.
• Escalation of incidents to management when necessary.
• Adherence to Redcentric Solutions Limited ISO09001 and ISO27001 certification standards:
• Compliance with Redcentric’s policies and procedures
• Handling and protection of Redcentric information
• Reporting of security events
• Implementing appropriate policies and procedures
• ITILv3/v4 qualified or experience within an ITIL environment
• BPSS Security Clearance (Identity, Right to Work, Employment History & DBS Check)

Preferred Competencies:

• ITILv3/v4 qualified or experience within an ITIL environment
• BPSS Security Clearance (Identity, Right to Work, Employment History & DBS Check)

Key Skills & Competencies:
We would expect the successful candidate to have an attitude for learning, with a proactive approach to teamwork in a fast-paced environment. Each member of the Service Desk must also be able to pass a Baseline Personal Security Standard (BPSS) check, which checks the candidates’ right to work in the UK, their identity, their criminal record, and their employment history (for the last 3 years).

The below lists several advantageous skills and experience, which are not necessary, but would benefit you within a role on our Service Desk team:

• Experience of working in a customer service environment.
• Knowledge of the ITIL framework.
• Good experience with Microsoft Office applications (Word, Excel, PowerPoint)
• Efficient and accurate keyboard skills.

Possible Progression Paths:

• Technical Support Analyst (1st Line)
• Service Desk Team Leader.
• Incident Management Analyst.
• Other Redcentric internal departments.

Hours of Work: The Company’s hours of work are from 9.00am - 5.30pm, Monday to Thursday and 9.00am until 3.30pm on Friday with one hour for lunch. However, the Service Desk covers the hours between 8.00am – 5.30pm on rota, with one hour for lunch.

The shift rota currently covers the below in a shared rotation:

• Monday to Friday 8.00am – 4.30pm
• Monday to Friday 9.00am – 5.30pm or
• Monday to Thursday 9.00am – 5.30pm, Friday 11.00am – 5.30pm (approximately 1 week in 5)