Service Centre Analyst

Working on behalf of a Local Authority, Aatom Recruitment has an excellent opportunity for a Service Centre Analyst on a 2 months contract with a possibility of an extension.

Main purpose of post

To provide customer focused services ensuring that user disruption is minimised working as part of a team providing support and maintenance of desktop equipment, systems and mobile devices across the Council. To ensure that calls are dealt with within agreed service levels, are prioritised and escalated appropriately. Provides support to Users across various platforms and software and following agreed procedures, investigates problems and other requests for support and determines appropriate actions to take.

Responsibilities

• To receive, log and manage calls from service staff via telephone and email using the Service Centre Call Logging System.
• To troubleshoot basic network connectivity issues.
• To escalate unresolved issues to the third line support staff.
• To take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To provide basic user account administration covering the creation and modification of user accounts, password resets and creation of groups.
• To pursue continuous improvement and incorporate best practice.
• To support and assist in the development of Disaster Recovery plans ensuring these are consistent with the Corporate Business Continuity Plan

Skills/Qualifications

• Understanding of ITIL service delivery, complex procurement and specification management.
• Ability to manage customer expectations and ensure effective communications with colleagues and customers
• Familiarity with the security standards and all relevant legislation that affects security within the defined scope of authority.
• Basic knowledge of Microsoft Active Directory.
• Incident Management experience, including business expectations and communication.
• Basic User & Security Group Active Directory

To get more information about this role and how to apply please contact Anisha 07876556434.