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Service Desk Analyst

To apply for this role, please email a copy of your CV along with a covering letter specifying the role which you are applying for to: recruitment@star.net.uk

Job Description

Department: Service Desk
Reporting to: Service Desk Team Leader
Location: Gloucester

Department

The purpose of the Service Desk is to act as a central point of contact between the customer and the service that Star provides, handling incidents, requests, and providing an interface for other activities such as change, problem, and service management. Uniquely the Star Service Desk couples this support activity with providing the highest possible levels of direct service account management for many of our customers.

Purpose

  • To provide a single point of contact to provide advice, guidance and the rapid restoration of normal services to Star customers.
  • A focal point for reporting Incidents, making Service Requests and managing change.

Dimensions

The Service Desk is a team of 10 Service Desk Analyst's. There are a number of 'seniors' in the Service Desk team that provide support for management reporting, training and escalation.

Principal Accountabilities

The key functions of the Star Service Desk and therefore the principal accountabilities are as follows:

  • Receiving Calls, first-line customer liaison
  • Recording and tracking Incidents and complaints
  • Keeping Customers informed on request for status and progress
  • Making an initial assessment of requests, attempting to resolve them or refer to someone who can, based on agreed service levels.
  • Monitoring and escalation procedures relative to the appropriate SLA.
  • Managing the request life-cycle, including closure and verification.
  • Communicating planned and short-term changes of Service Levels to Customers.
  • Coordinating second line and third party support groups.
  • Providing management information and recommendations for service Improvement
  • Identifying problems
  • Highlighting Customer training and Education needs
  • Closing Incidents and confirmation with the Customer
  • Contributing to Problem identification

Key Performance Indicators

  • Call abandonment
  • Team performance around average speed of answer (ASA)
  • Percentage of 1st Call resolution
  • Percentage of same day call resolution
  • Number of Response Time Agreement's met
  • Quality of calls logged
  • High quality Knowledgebase entry

Essential

  • Outstanding communication and telephone skills
  • Clear and articulate approach to speech exhibiting a naturally agreeable tone of voice
  • Proven and demonstrable listening skills
  • Naturally calm and tolerant character
  • A natural sense of fun
  • Educated to GCSE level or equivalent with grade C or above in Maths and English or equivalent
  • Proven analytical and problem solving skills
  • PC literate with good keyboard skills
  • Previous experience of working within a pressured environment
  • Full driving license
  • Ability to work in a highly pressurised environment in terms of volume and intensity of activity

Desirable

  • Service Desk Experience for an IT or Telecommunications business
  • ITIL Accredited to foundation level
  • IT and or business Graduate at a 2:2 level or above or equivalent

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