A Leading Financial Services firm is looking for a Service Desk Analyst for a 3 month contract with proven experience of a customer facing environment and an understanding of the service/customer relationship and the pressures this involves. Experience in receiving incidents and service request calls and ensuring action is taken to get them resolved within the appropriate Service Level Agreement time is a pre-requisite, as is experience of working on busy service desks/helpdesks with strong customer service experience. Working knowledge of ITIL is essential and ITIL foundation certificate would be beneficial.
Main day-to-day activities
· Incident and service request management, including incident detection and recording, initial assessment, investigation and diagnosis, escalation, resolution and incident closure
· Communicate with users throughout lifecycle
· Experience logging incidents and service requests in call logging systems:
Ø Logging and allocating calls to the appropriate call category re the Service Level Agreements and Resolving Agent, and escalating where necessary
Ø Follow the incident, change and problem management processes
Ø Problem ownership through call reception and desktop support
Ø Monitoring helpdesk Emails, ATG queue ensure calls are closed once returned to the helpdesk within SLA
· Liaise with other IST support teams to achieve timely resolution
· Communicate with 3rd party support groups and Suppliers i.e. Reuters and Bloomberg
· Knowledge of the following main Business Software:
Ø Microsoft XP
Ø Microsoft Office 2003
Ø Microsoft Outlook 2003
· Experience configuring Blackberry devices and trouble shooting
· Experience supporting users remotely using remote support tools
It is vital that the candidate has first class communication and interpersonal skills and be able to provide on site cover from 7:00am until 7:00pm from Monday to Friday on a rotational shift. Please call Oz for more details on 0207 422 9215.
