Service Desk Analyst

Ref: BBBH68577_1793698627

Service Desk Analyst

Whitehall Resources are currently looking for a Service Desk Analyst based in Shropshire for an initial 6 month contract.

*** INSIDE IR35 ***

​​Job Spec:
You will be responsible for monitoring inbound calls, supporting operators in service resolution and intervenes in difficult calls.

Key Skills and Responsibilities:

• Asset and configuration management
• Own and update the script for service desk analysts
• Coach and develop one or more service desk analysts, and manage availability
• Track, log and correct information to protect assets and components
• Continual service improvement
• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Customer service management
• Resolve user requests, maintaining a high level of customer service
• Deal with complex complaints
• Use empathy to understand and meet customer needs
• IT service reporting
• Produce relevant reports in an appropriate format and agreed timeframe
• Work with stakeholders to discuss any changes in the reporting processes
• Interpret a data set and communicate this to others
• Ownership and initiative
• Own an issue until a new owner has been found or the problem has been mitigated or resolved
• Problem management
• Investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
• Contribute to the implementation of remedies and preventative measures
• Service focus
• Take inputs and establish coherent frameworks that work
• Service management framework knowledge
• Identify and engage with users or stakeholders to collate user needs evidence
• Understand and define research that fits user needs
• Use quantitative and qualitative data about users to turn user focus into outcomes

All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.

Whitehall Resources are an equal opportunities employer who value a diverse and inclusive working environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, national origin, pregnancy, disability, age, veteran status, or other characteristics.

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