Service Desk Analyst

Service Desk Analyst
This is a fantastic opportunity to join a successful and fast-growing business with lovely offices in Stoke and Reading.
You'll be joining a business that delivers fully managed secure ICT services to the UK's Defence and Security sectors and to other government departments which have complex and demanding security requirements.

The Service Desk Analyst role is a key member of the service operations team. We are looking for an individual to help support our Service Desk function, Services, and support SecureCloud+ core ITIL processes.

The role
To provide a single point of contact for all stakeholders in relation to IT issues and incidents. To provide exceptional standards of support to all customers and support a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to. Resolutions should be provided in an effective and timely manner.

• Provide an exceptional customer experience
• Ensure adherence to performance targets
• Ensure that incidents are dealt with according to customer and priority needs
• Ensure all incidents, service requests are accurately logged
• Follow processes to ensure that a high quality of service is provided to internal and external customers
• Desire to build relationships within the service desk team, the IT group, and the wider organization, and
• To understand the business and its objectives.

Responsibilities:

• Log all incoming calls to the service desk
• Ensure that information is accurately recorded in the service management tool
• Ensure that incidents are assigned to the correct resolver team
• Responding appropriately to more complex problems through escalation
• Work with the service desk manager on ticket management, priority one and major incidents
• Contribute to Incident, Problem and Change management practices as and when required