Service Desk Analyst - Gloucestershire County Council

Gloucestershire County Council - Service Desk Analyst

Location: Shire Hall, Westgate Street, Gloucester, GL1 2TG

Contract: Initial contract to the 31st July 2021.

Hours: Full Time – Monday to Friday – 9:00am to 5:00pm (37 Hours a Week in Total)

Payrate: £11.27 an Hour

Description:

Start ASAP. Shire Hall based (subject to COVID restrictions) with the opportunity to WFH otherwise. 37 hours, this would include covering service desk operating hours of 8am to 6pm as shifts.

About the Job   

As Service Desk Analyst you will be working with a team of professionals acting as the first point of contact for all our customers and users.

You will raise tickets for reported incidents and requests looking to resolve as many as possible at first point of contact.

You will accurately assign tickets to 2nd and 3rd Line Support Teams and keep customer updated, offering first class customer service.

You will support the channel shift and ‘shift-left’ agenda, seeking to use all available resources to improve the customer experience,

sharing and providing first-hand customer feedback and insight to the wider service management team.

Key Responsibilities:

Acts as the routine contact point from all customers and users in relation to IT, receiving and handling requests for support.

Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution within agreed service targets.

Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate through clear escalation processes to 2nd or 3rd line teams.

Maintains records, informs users about the process and advises relevant persons of actions taken.

Assists with the development of quality standards, and applies these to track, monitor, report, resolve or escalate issues.

Contributes to creation of support documentation.

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Nana Kyeremeh on 0208 514 9137 or Email nanayawk@4recruitmentservices.com