Service Desk Analyst

Bell Integration; Portsmouth, Gillingham; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading company is seeking a 1st Line IT Support professional to provide proactive and reactive support services. The role involves handling multi-channel contacts, managing incidents, and ensuring customer satisfaction. Ideal candidates will have strong problem-solving skills, attention to detail, and previous experience in IT support.

Qualifications

• Previous experience in a 1st Line IT support environment.
• Articulate in verbal and written communication.
• Ability to work under pressure and meet targets.

Responsibilities

• Provide first line technical support to achieve customer satisfaction.
• Utilise tools to handle multi-channel contacts and document troubleshooting.
• Manage pending tickets and ensure timely resolution.

Skills

Problem solving

Communication

Attention to detail

Time management

Customer service

Tools

ServiceNow

Jabber

Microsoft Teams

Citrix

VPN

Webex

Job description

Overview

You will be responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis.

• This role profile is not designed to be a comprehensive listing of all activities, responsibilities and tasks associated with the role, therefore these may change from time to time.
• Ensure compliance with Bell’s data protection and information security policies.
• Be aware at all times of diversity and inclusion and acting in line with Bell’s core values.

Responsibilities

• Utilise customer provided tools to handle multi-channel contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
• Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
• Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
• Understand and respond to feedback from ticket quality reviews
• Monitor announcements to ensure you have the latest information regarding outages and procedure updates
• Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
• Complete mandatory training as required
• Simultaneously switch between functions according to call/chat volume at the time
• Demonstrate a commitment to continuous service improvement by actively identifying opportunities of enhancement. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time

Qualifications

• Self-starter and problem solver who can work independently using your own initiative but also a proactive and dependable team player
• Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation
• Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
• Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
• Willingness to learn quickly and adaptable as the situation requires
• Strong attention to detail and accuracy
• Have the ability to work under pressure in fast-paced environment and ensure agreed targets are met
• Strong emphasis on delivering an excellent customer experience
• Ability to learn new skills while following agreed operating procedures
• Have a logical approach to problem solving

Experience

• Previous experience working in a 1st Line IT support environment
• Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software
• Experience working in a Contact Centre
• Customer service and administration
• Experience adhering and working towards agreed SLAs and KPIs
• Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skill