Job Ref: 215956853

Date: 2022-03-03 16:31:11

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Service Desk Analyst | Milton Keynes | GB13997

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YOUR ROLE

To provide a single point of contact for all IT related issues and requests. To ensure an efficient and professional service is provided to meet the customer demands within the agreed service levels and business priorities. To coordinate appropriate responses including: resolving issues and change requests at first point of contact (telephone/email/face-to-face), channelling requests when required for help to appropriate resolver groups for resolution, monitoring progress, and keeping users informed of progress.

YOUR RESPONSIBILITIES

Accountable for a high standard of customer service in-line with performance targets defined for the IT Service Desk
To receive and accurately log IT Service issues and requests from users, ensuring all are responded in a timely manner within agreed procedures and service level targets
To act as single point of contact for IT Service issues and requests, liaising with resolving support teams and third party suppliers
To follow agreed procedures and processes to respond to issues and requests for assistance, by using appropriate tools and IT technical knowledge to help resolve the user's problem, in accordance with agreed targets and performance
Using agreed escalation procedures, progress unresolved calls and as appropriate escalate with resolving teams, where target services times have been breached
To keep users informed of progress on incidents and change requests logged, and maintain the call log of actions taken
To ensure all incident and change request calls are closed in agreement with the customer and that a satisfactory solution has been provided, in accordance with performance and targets to help maintain and enhance customer satisfaction
Shift work will be required working – 7-3pm, 8-4pm, 9-5pm, 2-10pm on a 4 week rotation.
Hybrid working Tues/Wed/Thurs in the office, Mon/Fri at home.YOUR SKILLS AND EXPERIENCES

Experience working in similar role essential
Knowledge of desktop hardware, components and peripherals, AS400 systems/applications, Windows XP/7 operating systems
Supporting and using Windows desktop operating systems
Administration of Microsoft Active Directory
Supporting and using Microsoft desktop applications such as Office and Outlook etc.
Working as part of a support team in a customer focused environment
Experience of working to agreed timescales and targets and prioritising customer requests and invoking escalation processes
Demonstrate experience in providing excellent customer service
Excellent telephone mannerGOOD REASON TO JOIN

If you would like to become a valued member of our team then we will also make sure that you're rewarded for your commitment and expertise. We are offering a competitive salary and 23 days holiday plus bank holidays, life assurance and private health insurance. You will also have the opportunity to join the contributory Kuehne+Nagel pension plan and benefit from our Route 2 Rewards scheme which offers discounts and savings on a wide range of high street or internet goods and services.

ABOUT KUEHNE+NAGEL

With over 76000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.

As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regard to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.

CONTACT

UK Resourcing team
(url removed)

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