Location
Hemel Hempstead, Hertfordshire | United Kingdom
Job description
Job title: Service Desk analyst
Location: Hemel Hempstead
Salary: £25,000 per annum
Hours: Monday - Friday 9-5 pm, once every 3 weeks working 2 - 10 pm from home, some weekend work involved
Job type: Full time/ Permanent
Duties:
- Ensure emails and calls are being dealt with efficiently and in the correct priority order in terms of Impact/Urgency
- Ensure all calls are logged and incidents updated daily.
- Actively manage ticket system queues to chase resolution and reduce ageing tickets to agreed SLAs
- Co-coordinating with vendors and third line support groups for speedy resolution when required.
- Monitor and escalate progress as appropriate to the severity of the issue and according to the SLA (where applicable), invoking escalation and major incident processes as required.
- Identify common themes with recommendations for service improvements in training, knowledge documentation, technical fixes, process, and communication enhancements to improve the service provided by the Service Desk Team
- Create help sheets and frequently asked questions lists for to expand the knowledge documentation and made available to relevant customers.
- Ensure documentation is up to date and current.
- Participate shift pattern covering Service Desk hours of operation also weekend work involved.
Key skills:
- Excellent interpersonal skills
- Excellent communication skills
- Strong problem-solving skills.
- Empathetic towards Franchisees, Store Staff and Customers
- Ability to make decisions unsupervised.
- Ability to escalate appropriately.
- Ability to delegate
- A true interest in IT and a desire to develop skills and knowledge in this area.
- Desired - ITIL certified.
Benefits:
- 25 holiday per calendar year
- 1 day per week hybrid after probation
- Large well establish company (job security)
- Parking
- £50 towards a gym membership
- 2 stage - face to face interview
- Tea & coffee facilities
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
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