IT & Internet
Service Desk IT Analyst Full Time Temporary
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Service Desk IT Analyst needed in Norwich paying £12.08per hr PAYE Ref: 0005 025D / 1
This role is working full time hours on a temporary basis
Responsibilities:
- Champion a customer-led culture, working across IT to help embed and enhance the end to end customer experience. The post holder will monitor service delivery channels (human, digital, automated and self-service), resolving or escalating issues.
- Provide professional and customer focused 1st line IT support to all Clarion Housing Group employees, offices and remote sites using remote assistance tools. The post holder will provide meaningful instruction to users at their technical level of understanding, and be able to advise users on best practice guidelines.
- Responsible for managing incoming queries and requests, either via email or over the phone. The post holder will take ownership of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.
- Responsible for logging all contacts on the Service Desk management software ensuring tickets are fully noted, categorised, assigned and managed within their SLA. Ensure tickets are prioritised and more complex queries escalated accordingly.
- Contribute to a catalogue of services provided by IT and update knowledgebase articles and access control documentation.
Ideally candidates will have:
- ITIL Foundation Certification
- Experience of Microsoft products and basic troubleshooting.
- Demonstrable excellent customer service experience and skills.
- Excellent written and verbal communication skills.
- Demonstrable commitment to reaching demanding quality targets in a high volume environment.
- Excellent time management skills with the ability to work on multiple complex issues.
- Ability to take ownership, prioritise and execute tasks.
- Understanding the SLA driven environment with the ability to consistently meet personal and team targets.
- Methodical approach to problem solving and attention to detail.
If you are interested in the role, please email your CV to verity@essentialemploy.co.uk quoting the reference number.
All our roles may be subject to pre-employment checks including references so please be prepared