Service Desk Analyst
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A Service Desk Analyst is required to join the Energy sector of a Global Organisation, based in Aberdeen.
The successful individual will be responsible for:
Follow the documented Service Management processes and procedures which align to the ITIL framework that enable the Support Service to achieve KPIs/SLA’s
Ensure that Incidents and Service Requests are responded to within Service Levels and that customers are regularly kept up to date in order that the customers have confidence that their issues are being actively addressed
Ensure all faults are logged and assigned to the correct team so SLA’s are met
Escalate to 2nd/3rd Line Support Analysts when appropriate in order to resolve more complex customer issues
Proactively monitor Incidents for trends and potential Problem Records and highlight these to the Service Desk Supervisor in order to ensure the on-going availability of the applications
Update the Service Desk documentation for new processes and procedures to reduce the duplication of effort from the Service Desk team
To be considered for this role, you will be able to demonstrate experience in the following:
Excellent communication skills
Experience of applying processes and procedures
IT Troubleshooting Skills
Basic IT Knowledge
Excellent Customer Service Skills
ITIL Foundation V3 qualification or working towards
Excellent Benefits and competitive rates.
Please call Dee Goff on [Telephone number removed] quoting ref NSK-DG-390 or send CV to Click here to contact this recruiter with a cover letter.
