29 Jan 2014

Full-Time IT Service Desk Analyst

BrightHouse – Posted by Wright Recruitment – Watford, England, United Kingdom

NOTE: This job listing has expired and may no longer be relevant!

Job Description

Role Profile

IT Service Desk Analyst – Head Office, Watford

Hours

Full-time (flexible shift patterns between 07:30 – 18:30, five days a week including two Saturdays every eight weeks)

Overall Purpose of Job

The Service Desk Analyst is one of seven Analysts sitting on an internal Service Desk team. The primary purpose of the Service Desk Team is to provide a single point of contact for all of the BrightHouse stores, Customer Service Centres, National Service Centre, and field and Head Office users. To manage, co-ordinate and close Service Desk Incidents and Change Requests in an appropriate timeframe with minimal business impact on the user within the agreed service levels and business priorities. The Service Desk Analyst will not only handle Service Desk Incidents, but also provide an interface for other business activities via the Change Request procedure.

Duties and Responsibilities

  • Responsible for managing, co-coordinating and resolving Service Desk Incidents.
  • Responsible for keeping users notified and informed on Incident status and progress.
  • Responsible for ensuring user customer satisfaction in every step of problem resolution.
  • Responsible for proactively monitoring the Service Desk queues identifying any SLA failures and notifying the IT Service Desk Manager.
  • Maintaining the Supportworks Call Logging System.
  • Maintain procedures where necessary with instruction from the IT Service Desk Manager.
  • To support the IT Service Desk Manager by assisting in any additional duties.
  • To adhere to all policies and procedures as requested by the IT Service Desk Manager.

Skills & Experience

Essential

  • Customer Service experience required
  • Basic understanding of network architecture
  • Basic understanding of Microsoft Operating Systems
  • Basic understanding of PC’s
  • Good awareness of computer technology
  • Proactive approach to problem solving

Desirable

  • Previous IT Qualifications to any level advantageous
  • ITIL Foundation
  • Experience of using  Supportworks call logging system

 Key Competencies

  • Team Working
  • Implementation Capability
  • Thinking Agility

Organisational Relationships

  • Retail
  • Service
  • Head Office

Remuneration & Benefits

  • 6% bonus
  • 20 days holiday entitlement
  • Staff purchase scheme
  • Stakeholder pension
  • Childcare vouchers 

How to Apply

To apply for this position, please submit your CV here

Job Categories: Service Desk. Job Types: Full-Time. Job Tags: BrightHouse and Microsoft.

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