Hemel Hempstead, Hertfordshire
£0.00 - £25000.00 per annum
10 days ago
Service Desk Analyst
Working with a specialist retail organisation in Hertfordshire I am looking for an experienced Service Desk Analyst, you will be responsible for resolving calls from customers as quickly as possible for some huge retail names! With Professional and Courteous customer service skills, this role will also require you to assist the Service Desk Team Lead in resolving incidents to the agreed SLA and escalating to Engineers for a field visit. Progression is available for successful candidates.
Ensure emails and calls are being dealt with efficiently and in the correct priority order in terms of Impact/Urgency
Ensure all calls are logged and incidents updated on a daily basis.
Actively manage ticket system queues to chase resolution and reduce ageing tickets to agreed SLAs
Co-coordinating with vendors and third line support groups for speedy resolution when required
Monitor and escalate progress as appropriate to the severity of the issue and according to the SLA (where applicable), invoking escalation and major incident processes as required
Participate shift rota covering Service Desk hours of operation, will involve weekend work.
You will need to have:
Excellent interpersonal skills
Excellent communication skills
Ability to work as part of a team
Strong problem solving skills Enthusiasm
Empathetic towards Store Staff and Customer
Ability to escalate appropriately