Service Desk Analyst

Description

Purpose of the Role:

The Service Desk Analyst role is integral to the support team, ensuring all incidents and service requests are effectively assessed, triaged and escalated for onward resolution and where possible, apply first-time fixes. Supporting the whole customer base and working across Application and Technical Support, the Service Desk team provides engagement of the incident and service request management practice ensuring resolution to incidents within Service/Operational Level Agreements within the support function.

The Service Desk Analyst will be in direct contact with customers on a regular basis and will be responsible for ensuring customers’ issues are triaged, progressed, investigated, updated and managed within SLA. They will form part of the Service Desk team which is accountable for driving up customer satisfaction by fostering a positive collaboration between System C and the customer. They must ensure that customer’s needs are met, they are kept informed via multiple communication channels and that customers can get access to the services they need.

Duties and Responsibilities:

• Manage the support of customer issues using the ITSM tool, phone and email as required.
• Responsible for assessing and triaging service desk tickets according to issue type, in line with SLA and assigning to resolver groups or individuals in line with process in a timely manner.
• Identify the minimum dataset for requirements and manage the collation of information and communication with customers.
• Identify first time fixes where possible to mitigate risks and deliver outputs.
• Contribute to the early identification of required knowledge articles working with higher competency tiers to ensure these are documented and available for future use to drive up first-time fix rate and customer satisfaction.
• Ability to travel to as required which may be in any of the System C offices.
• Participation in the on-call rota.

Requirements:

• Demonstrable experience of working within a service desk and incident operation, working within Service/Operational Level Agreements and Availability.
• Understanding of ITIL best practices. Preferred ITIL Foundation certification to demonstrate knowledge.
• Experience of working within service industries and engaging with customers.
• Effective and demonstrable communication skills engaging at all levels.
• Ability to work on own or as part of a team to deliver service practices, deliverables and measurements.

Skills Required:

• Good documentation skills.
• Excellent relationship management skills.
• Strong written & verbal communication and interpersonal skills.
• Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project, and Visio).

At System C, we prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.