The IT Service Desk serves as the single point of contact for all supported IT services. Managing incidents and requests, ensuring effective communication at all times.
On a day-to-day basis an IT Service Desk Analyst – Tier 2 is responsible for delivering first class IT support, responding to and resolving a wide range of incidents and requests, within strict Service Level Agreements, ensuring excellent communication at all times.
KEY RESPONSIBILITIES
- Deliver outstanding customer service by responding to incidents promptly, remaining courteous and professional at all times.
- Use effective communication to proactively manage customer expectations, ensuring the customer is valued and engaged with throughout the incident management process.
- Ensure only approved solutions (hardware, software and services) are installed/delivered, all requests to deviate are escalated to the Senior IT Service Desk Analyst – Tier 2.
- Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
- Track and monitor third party incidents ensuring resolution is in accordance with their Service Level Agreement (SLA), raising breaches of SLA to the Senior IT Service Desk Analyst – Tier 2.
- Escalate incidents, to the Senior IT Service Desk Analyst – Tier 2, where a satisfactory resolution has not been provided or where a higher level of management input is required.
- Identify problems via root cause analysis along with incident trends.
- Suggest improvements to procedures and practices with a view to increasing efficiencies, recommending any changes to the Senior Service Desk Analyst – Tier 2.
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