Service Desk Analyst

Working within a dedicated team you will be responsible for providing 1st Line Support covering all systems and services in scope for external customers.

Based at:
Bell Office Portsmouth (Bay House)

Scope:
Working for our 24/7 Service Desk you will monitor calls, emails and automated alerts, bringing them to an appropriate resolution or escalating where necessary, all under an ITIL aligned framework.

You will be responsible for carrying out first line technical support activities to provide a proactive and reactive service to achieve exceptional customer satisfaction for the clients whilst adhering to strict SLA’s.

Support is provided 24/7/365 working 12-hour shifts (7am-7pm / 7pm-7am), 4 days on/ 4 days off.

• You will be the first point of contact performing initial triage of incoming service calls/emails/alerts and making appropriate routing decisions, resolving the issues, or escalating to the second line teams within the required timescales to achieve SLA’s
• Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
• Liaise with customers and third party suppliers as required to provide timely resolution
• Monitor SLAs, upscale (and where possible help expedite) any threatened SLA breaches
• Establish and maintain effective working relationships with colleagues and management
• Ensure adherence to all service desk policies and procedures
• Understand and respond to feedback from ticket quality reviews

• Complete mandatory training designated by Bell within the required timescales
• Applicant will be required to pass various security and vetting checks, upto and including SC level clearance

• Self-starter and logical problem solver– able to work independently using your own initiative but also a strong dependable team player
• Articulate in both verbal and written communication (to both technical and non-technical audiences)
• Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
• Willingness to learn quickly and adaptable as the situation requires
• Strong emphasis on delivering an excellent customer experience, while working under pressure
• Disciplined prioritisation and time management abilities
• Have the ability to work under pressure in a fast-paced environment and ensure agreed targets are met

• Previous experience working with ticketing systems such as Service Now is desirable
• Able to demonstrate experience delivering exceptional customer service
• Experience adhering and working towards agreed SLAs and KPIs
• Understanding of IT workflows and ITIL practices
• Working knowledge of Microsoft 365
• General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
• Ability to work on your own initiative as well as part of a wider team

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