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Service Desk Analyst

Aatom Recruitment

Solihull

Permanent

£20000 - £25000/annum

B913RA

Posted: 24/06/2022

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Aatom Recruitment has an opportunity for Service Desk Analyst on a permanent basis.

Job Purpose:

As a Service Desk Analyst, you will be providing technical support to our clients and work within the Operations team to support our clients. You will also work with other teams across the company in supporting and delivering our Service Delivery Life Cycle to our clients. You will be in a fast-paced environment based within the Service Operations Team.

Job Specific Accountabilities:

Gathering data to identify and fix a variety of system/business related problems.
Producing documentation according to business requirements and storing information in accordance with company policy and standards.
Ensuring testing is carried out to make sure that hardware and software changes are useable by clients.
Analysing data regularly to establish trends and root causes.
The ability to quickly gain a clear understanding of technical challenges to systems
Identify the areas impacted by systems change.
Be able to use a range of analytical, planning and estimating techniques and tools.
Provide 1st & 2nd line support to clients both internally and externally
Good communication and service skills are essential to the role
Able to work within a team in a fast-paced environment
Demonstrates a willingness to take ownership and see things through to resolution.
The ability to understand and draw conclusions from data and client feedback
Making decisions and using judgement.
Able to overcome obstacles
Identify ways of improving service provided to clients, and reduce the demands on the Support TeamKnowledge, Qualifications and Experience:

Excellent Customer Service Skills
Excellent Communication Skills
Problem Solving Skills
Gathering Information
Team Working
Experience of working in a Service Operations environment
Strong written and verbal communication skills
Strong time management and organisational skills
Personal flexibility to meet business goals
Experience of working in an ITIL would be beneficial
Experience of working with ticket management systems, such as Jira
Demonstrable experience of working effectively within collaborative team structures, ideally in a technology-based business environment
Ability to work on own initiative, unsupervised and always maintain attention to detail at all times
Experience of developing and working with SLAs in a diverse environment with multiple stakeholders
Ability to analyse and simplify complex problems and to be able to communicate this to others at all levels
Experience of documenting process and procedures under document management systemsTo get more information about this role and how to apply please contact Sohail

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