Service Desk Analyst

Role: Service Desk Analyst

Location: Milton Keynes - On site 5 days per week

Duration: 2 Months - (View to extend for further 6 months)

Day rate: 178.00 inside IR35

Role Purpose:

The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by our clients IT Services Strategy to all client entities and the retail network, with associated high levels of service and satisfaction.

The Service Desk Analyst's responsibilities include incident and service request logging, providing technical first-time fix solutions and escalating service request and incidents to second level Support areas where necessary.

Main responsibilities:

• Responsible for a technical 'first time fix' where possible, working towards defined targets and KPIs.
• Responsible for ensuring internal and external calls are answered effectively and efficiently and within the required SLA.
• Responsible for assigning the correct impact and urgency of incidents and requests.
• Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction.
• Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers.
• Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the Service Operations Manager.
• Communicating written and verbal updates with stakeholders from all levels within the business.
• Manage escalations for all service users, providing full business impact analysis.
• Manage out of hours escalations with AMS, Managerial and HQ support teams.

Education, Training and Experience:

Mandatory

• Experience in an IT Service Desk role, with Personal Computer and technical support skills.
• Proven experience of Microsoft Office.

Desirable

• ITIL foundation qualified.
• Service Desk / Customer Care certification.
• Previous experience in Financial Services, Automotive Finance or retail consumer finance (B2C).