Job Specifications
Service Desk Analyst
Location: London
6 month Contract - with potential to be extended further
Salary: £41,800 per annum, pro rata
Our client is a leading company in the aviation industry and are seeking to employ a Service Desk Analyst on a 6 month contract, with the possibility of extension.
Purpose of Position:
Under direct supervision, this position is responsible for providing expert solutions to technology problems reported by employees in a Service Desk environment. The Service Desk Analyst is responsible for providing superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems. Also responsible for maintaining a knowledge-based system of common reported problems and resolutions. Provides timely and accurate notification to other IT staff members of tickets being passed to them for resolution. Escalates reports of chronic or unresolved problems to the appropriate team lead or manager.
Duties:
Provides technical assistance and problem resolution for employees requesting help on IT related issues or questions in a courteous, professional, thorough and concise manner. Demonstrates a commitment to providing superior customer service;
Provides reliable customer focused coverage of the IT department help line during normal business hours and on-call support as necessary to support our global operation Service “walk-up” requests, as well as requests via email, phone, fax and Help Desk tickets;
Creates and maintains user accounts and access privileges for Active Directory, Windows OS and application systems;
Supports the installation, configuration, documentation and ongoing usability of desktop computers, peripheral equipment and voice communication devices; supports software delivery, updates and patching to business users in an effective manner;
Provides support, troubleshooting and repair of mobile and other mobile devices; supports custom applications on mobile devices and manages the escalation process within the IT team as appropriate;
Follows up on their open tickets and confirms successful resolution with the client;
Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps;
Assists on Service Desk, Wireless and Desktop Support related projects and activities as assigned by management;
Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and IT;
Provides support to Prod Support team and various project tasks as assigned;
Documents and communicates related IT standard policies and procedures as defined by management;
Generates statistical reports for management as requested. Maintains detailed, accurate end-user account information and related distribution lists;
Inbound phone calls and emails during an assigned shift in a global Service Desk;
Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions;
Creates and maintains user accounts and access privileges for Active Directory and application systems;
Assists on related projects and activities as assigned by management;
Adherence to time and metric’s tracking.
Personal Specification:
Minimum 2 years’ information technology experience supporting inbound customer requests;
Minimum 2 years of experience in a fast-paced help desk or customer service environment;
Proficiency with Microsoft operating systems, Microsoft Office, and Microsoft desktop applications;
Proficiency in mobile device management solutions in environment of 1000+ devices;
Familiarity with Active Directory and Microsoft Outlook Exchange environments;
In depth familiarity with various telecommunications devices;
Excellent listening, questioning, and customer service skills;
Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned;
Ability to maintain composure, tact and effectiveness under stressful conditions;
Ability to organize information, efficiently manage time and balance multiple priorities;
Ability to think logically and build on knowledge acquired;
Detail orientation, organization skills and problem solving;
Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.
About the Company
Origin Multilingual is a specialist Language & International Recruitment Agency. We have placed 10,500+ candidates in 32 languages & 25 Countries.
Our Recruiters work in markets providing relevant advice about the job market, languages in demand, specific job roles, salary information & relocation assistance.
We have a dedicated Talent Acquisition team that researches & screens the latest Multilingual candidates from premium job boards, social media & LinkedIn.
* 950,000+ pre-Screened internal Multilingual CV database
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