Service Desk Analyst
Salary: £26,500
SF 48221
Location: Portsmouth
Business Unit: Corporate Services

Purpose of role

To perform as part of the team within the Technical Service Desk, providing 1st line IT support and excellent customer service.

Key tasks

Major Tasks and Activities:

• To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards
• To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
• To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
• Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
• To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA's
• To assist with mailbox processing when required, logging customer issues/requests and replying to any queries
• To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
• To log and escalate calls with third parties where required, ensuring communication back to the customer

Additional Key Accountabilities:

• Any other duties as deemed necessary to achieve department goals.

Key Outputs/Deliverables:

• Log all incidents and service requests raised to an agreed standard of detail
• Follow agreed Service Desk Processes
• Adhere to start, finish and scheduled breaks
• First line fixing of faults to an agreed percentage
• Perform customer facing role, focused on delivering against established Service Desk performance targets
• To action service requests, when required, in addition to answering incoming calls, including such things as the creation of new starter accounts and permission changes
• To proactively bring to the Senior Analysts or Team Leaders attention any new first line fix information, documenting when necessary, to create new knowledge articles for the team

What do I need to do the role?

• Proven Service/Help Desk experience
• Customer Service Experience, both face to face and over the phone
• Proven experience in using a Service Management system to manage all incidents and requests.
• Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.
• Ability to apply technical fixes, using agreed IT toolsets
• Ability to utilise active listening, analysing and understanding the needs of the customer
• ITIL awareness
• Ability to progress escalations
• An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure
• Customer Focused, committed to providing a professional 1st line service
• Able to work within a high volume and fast paced environment
• Ownership skills
• Ability to prioritise and manage own workloads against set SLAs
• Excellent Time Management Skills
• Comfortable working across a multi-disciplined environment
• Ability to interact with all departments in Babcock IS and Third Party Organisations
• Excellent verbal skills, particularly remote support over the phone
• Excellent written communication skills
• Ability to deal with conflict professionally
• Flexible, can do attitude
• Capable of working on own initiative

Application Guidance
If you are currently employed by Babcock please let your line manager know that you're applying for this vacancy. You should also let them know if you are attending an interview or assessment for a role.

Please note that you will not be able to access the vacancy details after the closing date so you may wish to keep a copy of this advert and any supporting documents for your records.

We are committed to building an inclusive culture and strive to attract talent who thrive in an inclusive and flexible working environment.
If you have a disability or need any reasonable adjustments during the application and selection stages please let us know and will respond in a way that best fits your specific needs.

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