Bell Integration

  • Service Desk Analyst- (1st Line)

    Job Locations UK-Portsmouth
    Posted Date 1 month ago(10/9/2018 7:50 AM)
    ID
    2018-2165
    # of Openings
    2
    Category
    S2 -Service Desk Analyst
  • Overview

    Bell Integration is an IT Services company specialising in Infrastructure technology and services including IT lifecycle management, Managed Services, and Consulting & Project Services.

     

    We provide onsite and remote Managed Services for a variety of customers across Telecoms, Retail, Media and Financial Services.  This can range from desktop support, to hardware lifecycle management to specialist technical support.

     

    Responsibilities

    • Perform initial triage of incoming service calls/mails/Alerts and make appropriate routing decisions
    • Act as the first point of contact for customer incidents reported by phone, e-mail or by remote monitoring tools.
    • Contribute ideas for continual improvement of service desk function and service delivery in general
    • Help develop efficient service desk tools, policies and procedures
    • Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
    • Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
    • Provide reports and metrics
    • Complete service desk tasks and administration as defined by the business
    • Ensure all entries to the service management solution are accurate, concise and timely 
    • Be continually focussed, and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management. 
    • Pursue personal development of skills and knowledge necessary for the effective performance in the assigned role.
    • Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.
    • Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from the Service Desk Team Leader.
    • Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements by the customer. 
    • Ensure the level of service support reflects entitlement for all opened incidents. In the event of service support requested beyond entitlement, ensure timely engagement of the Service Desk Team Leader for resolution.
    • Maintain an ongoing awareness of all customer standard operating procedure (SOP) content keeping abreast of new releases or updates. 

     

    Qualifications

    Essential:

    • Experience working on a L1 IT helpdesk/ service desk.  
    • Ability to work on your own initiative and learn new skills
    • Positive and enthusiastic team player
    • Excellent communication/ customer service skills and experience
    • Logical approach to problem solving
    • Attention to detail
    • Highly reliable and effective time manager
    • You will also be required to work on a shift pattern (4 days on / 4 days off) 

     

    Desirable

    • Experience of documenting processes and operational procedures
    • General understanding of IT Infrastructure, Data, Voice, Security and Systems
    • Knowledge of Microsoft Office and Microsoft Operating Systems
    • Full driving license
    • ITIL experience/Certification
    • A degree in IT and/or IT qualifications.  

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