Service Desk Analyst

Overview

Providing support during business hours (Monday to Friday 09.00 – 17.30).

Proactive Service Desk Analyst required to join existing team in keeping end users operational and ensuring all systems and services are online and available.

Expected to contribute to continuous improvement activities, working with the team to identify and improve internal processes to delight our customers.

Responsibilities

This role is focused on managing L1 tickets directly from internal Bell staff.

ACTIVITIES:

1. Perform initial triage of incoming service calls/mails/alerts and make appropriate routing decisions.
2. Act as the first point of contact for incidents reported by phone, e-mail or by remote monitoring tools.
3. Contribute ideas for continual improvement of service desk function and service delivery in general.
4. Help develop efficient service desk tools, policies and procedures.
5. Proactively drive tickets and workflow and assertively chase any tickets languishing in queues.
6. Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches.
7. Provide reports and metrics.
8. Complete service desk tasks and administration as defined by the business.
9. Ensure all entries to the service management solution are accurate, concise and timely.
10. Be continually focused, and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.
11. Pursue personal development of skills and knowledge necessary for the effective performance in the assigned role.
12. Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.
13. Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from the Team Leader.
14. Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.
15. Ensure the level of service support reflects entitlement for all opened incidents. In the event of service support requested beyond entitlement, ensure timely engagement of the Team Leader for resolution.
16. Maintain an ongoing awareness of all standard operating procedure (SOP) content keeping abreast of new releases or updates.

Competencies

1. A strong interest in an IT Career.
2. Ability to work on your own initiative and learn new skills while following agreed operating procedures.
3. Positive and enthusiastic team player.
4. Excellent communication/customer service skills and experience.
5. Logical approach to problem solving.
6. Attention to detail.
7. Highly reliable and effective time manager.

Qualifications

Essential:

1. Appropriate IT background and experience.
2. Appropriate customer facing/user support experience – Tier 1 and 2.
3. Extensive knowledge of Microsoft 365.
4. Proficient with operating systems, including but not limited to Windows 10/11 and Windows Server 2012 – 2019.
5. Basic working knowledge of server infrastructure and networking.
6. Technical troubleshooting in cloud and On-Prem environments.
7. Experience working with ticketing systems such as ServiceNow.
8. Knowledge and understanding of working to defined SLAs.
9. Understanding of IT workflows/ITIL practices.

Desirable:

1. Experience of documenting processes and operational procedures.
2. General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems.
3. Full driving license.
4. ITIL Certification.