Job Purpose and primary objectives

The IT Service Desk and Request Management Analyst will be the first point of contact for providing technical support to the accounts designated users. Activities require a competent aptitude for working with applications, computer systems, handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.

Key Responsibilities:

In conjunction with the ‘Purpose of the Role’ statement above, the job incumbent will be required to deliver such services on an operational rotated 365 days in a Night shift working basis including Weekend and Night shift. Keying the incidents from Client ticket system to Partners ticket system and vice versa Coordinate end to end with various parties for printer incident closure within SLA Printer Calls log analysis Printer availability report preparation and analysis Liaising with third Party suppliers and managing printer issues for resolution Day-to-day Management of First line technical service desk on printer incidents to respond to internal/external customer incidents and queries via email and phone Monitor the Printer incidents through internal monitoring systems Maintain ongoing communication on the printer incident updates to customers provided by 2nd and 3rd line support teams Ticket management of Printer Incidents and New Printer Requests Pro-actively assist customers to avoid or reduce problem recurrence Act as an escalation point agent when difficult or controversial calls/ tickets that are received. Provide and assist other analysts Review and acknowledge service requests as per process Take overall responsibility for service request handling Act as a further escalation point for the coordinators. To act as a single point of contact for phone calls, chat, portals, and emails etc. from staff regarding IT issues and queries not limited to Printer tickets Receiving, logging, and managing calls/chat/self-service portal/tickets to their conclusion from internal staff via telephone and email Responsible for troubleshooting IT related issues such as but not limited to software / applications to hardware, such as desktops, laptops, printers, and Phones of the accounts designated users Log all customer contacts in tool provided and take ownership of incidents to their desired conclusion Installation of all applications and resetting passwords to all enterprise applications Escalate unresolved calls to various application and infrastructure support teams Participate in enterprise application release / maintenance activities on request Closely monitor and meet ticket SLA targets Effective time / task management, as well as the ability to be flexible and creative on any given task Operating within a 24*7*365 as per agreed shift Rota Willingness to take on extra responsibility, as and when required Responsible for monitor and maintaining defined SLA’s Identify process improvement opportunities Handle contacts in a professional manner with utmost quality Work as a backup for other functional teams when necessary. Perform Quality analysis when required Responsible for aged ticket follow up and closure Create Knowledge articles on common issues Act as the designated backup for Incident Manager when reasonably instructed to do so Follow the process and procedures that are introduced but not limited to the above points.

Key skills/knowledge:

Quantifiable experience of operating in a face paced moving client facing engagement In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues Constantly seeks to improve technical knowledge and research new product capabilities Possess excellent inter-personnel skills Possess excellent soft skills, verbal and written communication skills Willingness to participate and lead project meetings with the customer on request Sound technical knowledge across the ITSM tools, applications including MS Office, Skype for business, etc. Knowledge on scripting will be an added advantage Available to support in Night shift (12 hour working for 4 days and 4 days week off) Willingness to work on weekends on other shifts on rotational basis if required

Job location : Reading, UK

Publish date : 05/05/2024

Last date of Application : 05/06/2024