Service Desk Shift Analyst

Job Description

Service Desk Shift Analyst


Location: Lakeside, Portsmouth

Salary: £28,500

Business Unit: Corporate Services

Purpose of role

To perform as part of the 12 x 7 x 365 shift team within the Technical Service Desk, providing 1st line IT support and excellent customer service across a range of UK based and International customers.

Key tasks
To participate in a 12 x 7 shift rota covering a 4 on, 4 off working pattern (Monday - Friday at our Lakeside site in Portsmouth, weekends and most bank holidays at home)
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
To complete a variety of checks and monitoring activities on Babcock Infrastructure throughout the shift and as directed by the Shift Senior
To effect a handover of events to the incoming shift team

What do I need to do the role?

Qualification and Experience
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.

Technical and Specialist Knowledge
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
Language skills preferred

Security Check (SC) clearance required.

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.

End Date: 30/04/23

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Help Desk, Information Technology, Cisco, Technology