EEC Services is Hiring for a Service Desk Analyst Position

Job Title: Service Desk Analyst

Reports to: Service Desk Manager

Location: Milton Keynes

Salary: £18k – 23K depending on experience

The purpose of the role is to join our Technical Operations Centre as the Service Desk Analyst (SDA) and to deliver outstanding customer service by understanding EEC’s client’s IT and business needs. The Service Desk Analyst (SDA) will play a vital role within the Managed Service department by creating and maintaining long-term relationships with EEC’s clients, maintaining a professional approach at all times along with being the main point of contact for all of EEC’s clients.

The key responsibilities for this role are below but these are not exhaustive as any other associated duties may reasonably be required.

Key Responsibilities (% of Time)

User Support and Advice 60%

  • Fully understand the service that EEC Managed Services has been engaged to deliver in line with contractual arrangements
  • Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
  • Provide a single point of contact for end user support using all contact mediums
  • Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
  • Establish a quality working relationship with end users. Develop and maintain communication skills appropriate to the environment
  • Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
  • Understand and operate the escalation procedure
  • Meet personal and team productivity and quality targets in line with Remote Support Centre

Personal and Team Development 30%

  • Act as a role model for delivering results, displaying enthusiasm and enjoyment of your work, for coaching and mentoring colleagues and team members whilst maintaining professional standards of behaviour.
  • Provide cover or deputise for other analysts in their absence, either within the same team or across teams.
  • Undertake ad-hoc projects as agreed with the Management team on behalf of the Remote Support Centre that may involve site visits, customer meetings or vendor management
  • Show an outward commitment to actively develop personal knowledge

Calls Comply with EEC-Managed Services standard working practices 10%

  • Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks

5 Key Performance Indicators

  • Achieving satisfactory levels in Customer questionnaires
  • To deal with the day to Day Incident volumes to a high level of service
  • To provide an exceptional level of service to all EEC clients
  • To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes
  • To ensure Backup checks are completed on a daily basis
  • Design and creation of Wiki documents for the use of your peers
  • Encourages commitment in others to the achievement of common goals
  • Gather technical knowledge to consistently increase your own skill set
  • Achieve 50% First Contact Resolution
  • Monitor and respond to DRM ‘Events’

Skills and Experience

Skills and Experience Essential

  • Educated to GCSE level in Maths and English or equivalent.
  • Good communication skills and where appropriate, ability to communicate in other required languages.
  • Proven Customer service Skills
  • Positive, enthusiastic and supportive individual
  • Ability to take ownership of and progress incidents to resolution
  • Ability to work under pressure
  • Ability to work in a team and to support team members
  • Effective keyboard skills
  • Communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner

Knowledge in the following technologies (not limited to):

  • Windows Server 2008, 2012, 2016
  • Active Directory, Azure & O365
  • Exchange 2007, 2010, 2013 & Exchange online
  • Networking (Switches, Routers, Comms, DSL)
  • PowerShell
  • ITSM tools

Skills and Experience

  • Good knowledge of IT platforms and applications
  • Industry recognised qualification in relevant area
  • ITIL
  • Analytical Fault Finding

To apply, please contact

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