Junior First Line Analyst - Service Desk (RMG)

🗏Job Type

Full Time

The Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems.

A Service Desk operative will assume full responsibility to progress each ticket logged onto the Ticket Management System for any resolver group, irrespective of geography, application or support area, managing by priority and determined by business impact, providing regular end-user updates and ‘realtime’ escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user.

Requirements
Day to Day Duties

As an employee of CC, it is a requirement to fulfil certain daily tasks and duties on time as part of your roles and responsibilities.
Always meet customer expectations
Communication internally and to customer should be on time.
Reflected in work logs.
Time management:
Lunch & breaks = 1 hour daily in total
Proof of consultation with team members when shifts are swapped. Management will assist after this consultation as proved unsuccessful.

Monitor availability of the team’s time management, being responsible for cover and well being of the Service desk.
Ticket Logging


To fully understand the client business environment and potential impacts and severities IT related incidents may have to both user and business.
Accurate logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user.
To ensure familiarity with client business imperatives, technologies and support processes.
To ensure acknowledgement of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified within the Service Level Agreement.
To provide a technical understanding and effective communication to the end-user to assist in resolving any tickets where possible First Time Fixes or even First Line Fixes. This entails:
Quickly identify, diagnose and troubleshoot
Identify solutions, through either verbal, front line or Client authorised First Time Fixes
Ensure correct business severity is identified, based on business impact (GSD Operative to advise user of Impact where necessary) and escalate tickets deemed as high and critical to Client environment, including country, regional and global support management, within agreed timescales
Accurate identification and assignment to resolver groups.
Provide ‘proactive’ communication as well as ownership when performance or capacity-related monitoring tools alert to a threshold has breached.
To provide First Line Support to other clients out of normal UK Business hours where this falls into the current shift rotation.
Potential overflow logging will be required (secondary analyst to other GSD customers).
Incident Management

To be fully responsible for progression of each ticket logged on the ticket management system irrespective of End User geography, application or resolver group

Mailbox management

Management and maintenance of the mailboxes.
Correct logging
Tagging emails
Filing away
Advising users of references numbers
Essential Knowledge/Skills


A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
Good communicator with the user environment.
Dynamic but aware of the views and feelings of others.
Able to operate as a good team player.
Drive and Energy.
Has an analytical and logical ‘mindset’ when dealing with issues. Demonstrate clear purpose, enthusiasm and commitment.
Be able to use varying styles of communication to suit the occasion and the audience.
Suggest new ideas within the team.
A high command of the English language both written and verbal is essential.
Self-motivated with the ability to work unsupervised.
Attention to detail
Punctuality
Excellent verbal and written communication skills

Essential Qualifications


Grade 12 – subjects: Mathematics, Computer Science.
Good working knowledge of MS Office & Windows XP/Windows7
18- 24 months year in the Customer Service industry
Basic trouble shooting abilities in the technical / Networking environment

Desirable Qualifications


ITIL Foundation v 3 / Good understand of ITIL
MCSE
MCP Certified
MCDST Certified


Apply Here http://bit.ly/2xgPRFR

Job id : , #73249, 51 views,

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