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Service Desk Analyst – 1st line Support – Call Logging - ITIL

Location:
Bromley
Type:
Permanent
Salary:
£22k per annum
Start date:
ASAP
Reference:
PE/2821

description

Service Desk Analyst (1st line Support) required on a permanent basis for a leading global provider of financial administration solutions. In this role you will be responsible for acting as the first point of contact for all users and third parties requiring IT support. You will provide first line resolution of IT issues, queries and requests in a timely and professional manner, escalating to the relevant production and infrastructure support teams or management teams where appropriate.

What being a Service Desk Analyst involves:
** Collect and logging accurate, detailed information about every incident and service request to provide the relevant information to the appropriate production or infrastructure support teams and to facilitate service and management reporting.
** Evaluate and resolve first line support issues raised by users, taking end-to-end responsibility for all support requests and escalating to the appropriate application or system support team where applicable.
** Ensure effective management of issues raised through calls, emails, self service and face to face and handle the resulting incidents or service requests, using agreed incident management and request fulfilment processes.
** Provide users with updates on the status of raised incidents and service requests.
** Proactively contribute to continuous service improvement through identification of process improvements and problem prevention.
** Take ownership for customer service standards on a case by case basis ensuring all users are provided with the highest possible level of customer service in line with Link Asset Services IT values.

Skill and Qualities you will need:
** A working knowledge of ITIL Service Delivery processes
** Technology literate with a general understanding of modern technologies, systems and processes
** Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
** Customer focused and goal orientated with keen attention to detail
** Skilled in first line incident diagnosis and resolution

The client
A leading global provider of financial administration solutions, working in partnership with over 7000 clients including Asset managers and investors, Business managers and asset owners. The client provide the infrastructure through which assets are secured or deployed in both regulated and unregulated markets.

Location
This role will be based in the clients Bromley office and has fantastic transport links into central London and Kent including Train, Tram and Buses. The office is in close proximity to a large shopping centre which includes a number of high quality restaurants.

Salary
The client are able to offer a base salary of £22k per annum and offer a great benefits package.


Please note your CV will not be submitted for this or any other role without your prior approval.
SQ Computer Personnel Limited acts as both an Employment Agency and Employment Business.
Contact:
Peter Springett
Contact Email: Peter@sqcp.com
Tel:
020 8463 0555

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Haybrook IT Resourcing Ltd acts as an employment agency and an employment business. 

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