Devonshire Hayes have partnered with a financial services client to help them secure an Service Desk Analyst. IT Service Desk Analysts provide first line technical support to all staff. Service Desk Analysts are responsible for answering the Service Desk phone, logging Incidents and Requests and responding to queries raised by email or self-service.

12 month Fixed Term Contract

You will be tasked with the following:

• Provide excellent Customer Service via the telephone, email and customer portal
• Log all Incidents and Requests in ServiceNow
• Using the impact and urgency matrix, ensure that all Incidents are assigned the appropriate SLA
• Manage all Service Desk tickets, escalating Incidents and Requests to support teams or DevOps teams as appropriate
• Understand and proactively operate the escalations procedure defined in the Incident Management process
• Carry out basic operational procedures and instructions so that tasks are completed accurately and on time

To be successful in this role, you should:

• A customer services background
• Excellent verbal and written communication skills
• Have an in-depth knowledge of Microsoft products including Office 2010 - 2016
• Excellent Customer Service skills
• High degree of multi-tasking
• Assertive, confident, positive, and professional manner
• Ability to deal with potentially stressful situations
• Flexible and adaptable as the business demands