IT Service Analyst - Sheffield - £25 - 27K

An established client of ours in the Technology sector are looking for a Service Analyst to join their internal IT department, on a permanent basis. The successful candidate will Work as part of a team to provides 1st line level technical co-ordination, support, and delivery of first line offerings. This will Incident and Service Request include ticket logging and progress to resolution, issue investigation and first-time fix resolution for unlocks and advice and guidance.

This is an office based role in their Sheffield office.

Roles & Responsibilities:

Operate on a 1st line technical level with internal and external teams to ensure working practices are executed effectively and service levels achieved
Ensure updates are recorded on the IT Service Management platform and end users are communicated to within relevant timescales. Own tickets through to conclusion
Telephone, email and self-service management of logged tickets.
Will manage 1st line ticket stacks for Incident and Service Request, including investigation, diagnosis and resolution within SLA/ OLA
Prioritise tickets logged according to impact and urgency
Escalate Major Incident ticket via the correct channels
User admin including the creation of, amendment to or removal of access and permissions
Drive and improve customer experience and display an impeccable phone manner
Prioritise appropriately tickets within the queue and manage escalations following set processes
Refer to and utilise User knowledge base to increase understanding and uptake of Self-Service options for UK employees
Ensure tickets relating to open Problem records are correctly linked and workarounds applied where appropriate to skills levels
Consult with end users to confirm ticket resolution
Meet service targets for phone calls and call handlingThis is an excellent opportunity for an enthusiastic and passionate Service Analyst to join a successful organisation. Interviews are being arranged immediately for this role, so if this is of interest, please apply now for consideration!

If you'd like more information about the role, please contact Jasmine Brady for more information on (phone number removed) / email your CV to (url removed)

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