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  • Job reference: RMS0149255

Service Desk Analyst

  • Sector: ICT
  • Location: Aberdeen
  • Job type: Contract
  • Date posted: 15/10/2014
  • Time left:
    d h m s
    (22/10/14)
This vacancy has now expired.
The Role:
The Service Desk Analyst is the focal point for clients of IT in the UK & Group, providing telephone and email support for clients at all levels, ensuring all problems are logged on the Group IT Service Desk system.
Required to be confident, enthusiastic and possess excellent customer service and telephone skills, along with good IT knowledge and who are able to work under pressure.


Responsible for providing telephone, and email support to internal clients at all levels and therefore must possess a polite, professional attitude and excellent customer service skills. You will be required to answer telephone calls in a timely manner, provide 1st line support and log incidents appropriately depending on the severity, ensuring clients are kept informed of the current progress and SLA’s adhered to. Also providing purchasing support to our team.
• Responsible for answering all incoming support telephone calls and emails and providing first line support for common issues.
• Adhere to the clients Call Management Process for the logging, tracking, and resolution of problems recorded.
• Responsible for prioritising (triaging) all support calls and the distribution of service desk tickets
• Helping ensure agreed targets are met and relevant qualitative standards are achieved
• Assist with the development, documentation and implementation of procedures to provide high quality services
• Carry out Active Directory user account administration including: user creation, reset of passwords & assign users to groups
• Provide purchasing support to IT Department
• Liaise with external service support organisations as required
• Generate ideas and implement methods to improve call resolution
• Assist with improving the efficiency and effectiveness of Service Desk activity by analysing and proposing recommendations

Essential Skills / Qualifications:
• Excellent customer facing communication skills.
• Experience of working in a Service Desk environment adhering to best practice call management process.
• Good working knowledge of PCs running Microsoft Windows and Office applications & ITIL aware
• Basic understanding of PC Hardware set-up and Configuration.
• Ability to work in a team environment, delivering by example.
• Excellent written and verbal communication skills.
• Demonstrate ability to work under pressure and have ability to be pleasant and courteous at all times.
• Oil Industry experience is favorable
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