Job Ref: 214382823

Date: 2021-08-06 16:10:40

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Gi Group are currently recruiting for a Junior Service Desk Analyst in Milton Keynes. This is an opportunity to join an organisation with over 50 years' experience as a leader in data capture for the education sector.

Located in MIlton Keynes, the Service Desk Analyst will provide a quality technical first-line service to all customers . The role will be responsible for the recording of all incidents, service requests and requests for change that come to the Service Desk via phone or email, aiming to satisfactorily resolve 75% of incidents received, demonstrating an end-to-end customer service focused approach to call management.

Core hours are between Monday-Friday 9am-5pm, paying a salary of up to £25,000 per year

Responsibilities
* Work on the IT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool
* Communicate with user by phone, email and via intranet
* Provide a high standard of customer care, by taking ownership of incidents
* Maintain a high rate of first time fixes
* Contribute to IT service improvement
* Perform accurate assessment of calls, performing fit time fix where possible.
* Provide technically accurate solutions to users and customers.
* Aim to resolve 75% of incidents at first point of contact (75% first time fix), with or without the aid of remote control software.
* Maintain the accuracy of the Service Management Tool and related databases by updating new user information, relocations etc.
* Maintain the accuracy of the Knowledgebase by updating existing articles and contributing new documentation where appropriate.
* Continuous communication with internal customers to provide updates on incident resolution
* Liaise directly with external maintenance suppliers

Skills and Experience
* Experience of working within a customer service environment, preferably within IT
* Good problem-solving aptitude and skills.
* A positive analytical attitude to support process and performance improvement.
* Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available.
* Excellent communication skills

Preferred Skills
* Knowledge of current Microsoft Windows computer operating systems.
* Knowledge of hardware and systems software installation and support.
* Knowledge of PC hardware components and peripherals.
* Knowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients.

If you are interested in this role, please apply or contact Gi Group on (phone number removed) and speak to Azar

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited and Grafton Professional Staffing Limited. We are committed to protecting the privacy of all of our candidates and clients. Following some recent changes to data protection laws we have updated our Privacy Policy. To view a copy and to help you understand how we collect, use and process your personal data please visit the Privacy page on our Gi Group UK website

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