Service Desk Analyst

Overview

You will be responsible for carrying out first line technical support activities to provide a proactive and reactive service to achieve exceptional customer satisfaction for the clients whilst adhering to strict SLA’s.

Support is provided 24/7/365 working 12-hour shifts (7am-7pm / 7pm-7am), 4 days on/ 4 days off.

Responsibilities

Service Support:

• You will be the first point of contact performing initial triage of incoming service calls/emails/alerts and making appropriate routing decisions, resolving the issues, or escalating to the second line teams within the required timescales to achieve SLA’s
• Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
• Liaise with customers and third party suppliers as required to provide timely resolution
• Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
• Establish and maintain effective working relationships with colleagues and management
• Ensure adherence to all service desk policies and procedures
• Understand and respond to feedback from ticket quality reviews

Other:

• Complete mandatory training designated by Bell within the required timescales
• Applicant will be required to pass various security and vetting checks, upto and including SC level clearance

Qualifications

• Previous experience working with ticketing systems such as ServiceNow is desirable
• Able to demonstrate experience delivering exceptional customer service
• Experience adhering and working towards agreed SLAs and KPIs
• Understanding of IT workflows and ITIL practices
• Working knowledge of Microsoft 365
• General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
• Ability to work on your own initiative as well as part of a wider team