Service Desk Analyst – Overseas

Transputec Ltd; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

An IT service provider is seeking a Support Technician to assist users with IT hardware and software issues remotely. The role involves effective communication, incident management, and a strong customer service focus, requiring at least 1 year of experience in an IT support environment. The position is permanent and offers opportunities for personal development.

Qualifications

• Excellent customer service skills and an understanding of IT hardware.
• Experience in IT support with troubleshooting capabilities.
• Knowledge of ITIL principles and frameworks.

Responsibilities

• Provide support to users via phone and email, maintaining service standards.
• Log incidents accurately and manage user issues proactively.
• Escalate unresolved issues to third-party support if necessary.

Skills

Excellent telephone & customer service manner

Good understanding of IT hardware set-up and configuration

Focused on quality

Self-motivated

Excellent interpersonal skills

Good organisational skills

Education

ITIL Foundation (v3) or similar

Industry IT standard certification (MCP or similar)

Minimum 1 year previous support experience

Tools

Microsoft Office

Windows 10

MacOS

Citrix Environment

Job description

To provide initial point of contact and support to customers, assisting them with IT hardware and software problems via phone, email or remote assistance. To provide technical support; answering support queries via phone, email & self service. To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process). To take ownership of user Incidents and be proactive when dealing with user issues. To log all calls on the Service Desk toolset. To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management). Respond to requests from users and help them resolve hardware or software requirements. Support users in the use of IT equipment by providing necessary guidance and advice. To escalate more complex calls having captured all relevant information in the ticket.

Location: Overseas (remote working)

Job Type: Permanent, Full Time

Key Accountabilities

• Supporting users via remote assistance, providing a high level of resolution at first contact
• To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
• To take ownership of user Incidents and be proactive when dealing with user issues
• To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
• To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
• Respond to requests from users and help them resolve hardware or software requirements
• Support users in the use of IT equipment by providing necessary guidance and advice
• To escalate more complex calls having captured all relevant information in the ticket
• To work with 3rd party technical support where incidents or requests require
• To highlight trends and major incidents to 1st line team leader immediately

Measures

• Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
• Maintain an acceptable level of service to the customers and business
• Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc)
• Consistent and reliable service delivered against all types of incidents & service requests
• To correctly categorise incidents and set applicable priorities by impact vs severity
• Consistent approach to all service desk calls
• Ability to escalate complex service issues
• To maintain and deliver IT knowledge and process documentation where required

Personal Specification

Skills

• Excellent telephone & customer service manner
• Good understanding of IT hardware set-up and configuration
• Focused on quality
• Self-motivated
• Excellent interpersonal skills
• Good organisational skills to ensure that company processes and procedures are put in place

Education and Advantageous Qualifications

• ITIL Foundation (v3) or similar
• Industry IT standard certification (MCP or similar)
• Minimum 1 year previous support experience within an IT support environment or similar role supporting customers
• Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint
• Experience with using and troubleshooting Windows 10/x & MacOS X
• An understanding of ITIL, ITIL’s framework and how this applies to the IT Function
• Experience in supporting Users in a Citrix Environment or remote desktop tools