Job Opportunities API

About the Role The Service Desk Analyst is responsible for providing first-line technical support to managed service customers. This role operates primarily within the service desk environment, handling incoming queries via phone, email, and instant messaging platforms. Location: Basingstoke Work Pattern: This Basingstoke-based role operates on a 4 days on / 4 days off shift pattern, with working hours from 7:00 AM to 7:00 PM on weekdays. Weekend shifts are worked remotely, offering a blend of onsite and hybrid working. Very occasional travel to London to cover on-site shift when required. About Your Experience Your main responsibilities will include (but not be limited to): • Provide a channel for users to request and receive standard services, via email, phone, and self-service. • Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA’s. • Take ownership of users' incidents and requests and be proactive when dealing with these. • Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure. • Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress. Incidents/Request for Service Duties: • Recording and monitoring all faulty calls & requests for service on the Customer’s ITSM Tool. • Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues. • Escalation to customer internal teams, of faults that they are responsible for resolving. • Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets. • Communication with the customer resolver teams, to escalate and help with triage tickets. Systems Support: • ITSM tools • Remote connection tools • MS Office • Windows OS System Administration: • Record all faults and related occurrences on the ITSM system • Produce and update documentation of fixes for known issues  • Upkeep of IT procedures (under direction of Line Manager) What you’ll bring: • Experience working in a Service Desk environment, preferably with a Managed Service Provider. • Hands-on experience with service desk and remote-control software. • Ability to give instructions to a non-technical audience.  • Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android. • Proactive, positive, self-starter and team player with a skill of continually improving processes. • Ability to work in a team-based, collaborative environment. • Track record of working in a customer-facing environment. • Ability to digest complex data and relay it to users in a manageable, clear and concise way. • Experience in Customer Service is essential. • Experience of operating in high pressure and fast-moving environments. • Excellent organisational skills. • Service Level and Customer experience level Management experience. • Good computer skills and the ability to use business support software and ITSM tools. • Strong teamwork skills and attention to detail. • ITIL v4 Foundation (Advantageous only) • Experience with Hornbill (Advantageous only)  Key Measures and Targets: • Timely response and resolution of Customer queries. • Achieving target Response and Resolution SLA’s. • Positive feedback on any Customer Satisfaction Survey. Key Behaviours Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles. Communication Skills: Proficient in communicating clearly and effectively. Problem-Solving and Decision-Maki