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IT ServiceDesk Analyst

Job Title: IT ServiceDesk Analyst
Contract Type: Permanent
Location: Southampton, Hampshire
Industry:
Salary: £11.00 - £20.00 per hour
Start Date: ASAP
Reference: 960217_1566306031
Contact Name: Mark Davis
Contact Email: mark.davis@omegaresource.co.uk
Job Published: August 20, 2019 14:00

Job Description

Job Role: IT Service Desk Analyst
Job Type: Permanent
Industry: Food/FMCG
Location: Southampton
Salary: Negotiable

Purpose

The IT Service Desk Analyst you will be the first point of contact for all company users, raising incidents and service requests via telephone, portal or mobile app. The key to success in this role will be the establishment of the working relationship with all company IT and Business Teams and the organisations selected 3rd party suppliers.
This is a fantastic opportunity to be part of a team that will look to transform IT support from the traditional over the phone model to interactive social media/chat platforms.
Duties

-Maintain full lifecycle ownership of all IT incidents & service requests from logging to resolution & closure
-Act as the primary point of contact for all IT Teams, suppliers and end users for escalations into the Service Desk
-Act as the first point of contact for 3rd party suppliers raising incidents and service requests for the attention of the Premier Foods IT Team
-Ensure incident SLA's are met
-Ensure Problem & Change Management process is fully understood and adhered to by the Service Centre function and to engage and administer these processes
-Manage alerts and events that are detected on the Premier Foods network through monitoring tools
-Work collaboratively with the IT organisation and business teams to align IT and business requirements
-Propose process improvement initiatives for the Service Centre and identify and drive performance and operational improvements
-Ensure that all incidents and associated escalations are effectively and promptly resolved and that the underlying quality of the services provided are subject to continuous improvement
-Demonstrate an agile and fluid approach to challenges and escalations
-Work across organisational boundaries, facilitating collaboration, and identifying synergies

Experience

-Higher Education IT related qualification
-Windows Operating Systems and Microsoft Office packages
-Proven analytical and problem-solving abilities
-Strong customer service ethos

For more information regarding this role please call Mark Davis on 01453 829529 or to make an application send a CV .

Omega Resource Group Ltd is acting as an Employment Business in relation to this vacancy.