Service Desk Analyst

Liverpool, Merseyside
Heat Recruitment

Service Desk Analyst

This role will require 2 days a week onsite in Liverpool.

Functional Knowledge

• Knowledge in at least 2 programming languages• Gather requirements effectively and create workflows• Excellent knowledge in Microsoft Office• Excellent communication skills

Nice to have:

• Agile: SCRUM/Kanban• Proclaim• SQL• C# .NET ASP.NET, MVC

General Background, Experience & Professional Qualifications

• Degree is an advantage but applicants with relevant experience without a degree would be considered.• Legal knowledge and experience.• Microsoft Qualifications

Key Responsibilities

• Being the first point of contact for all support requests• Providing 1st Line diagnosis and resolution• Maintain a high level of 1st time fix rates• Maintain written documentation on each call; escalating complex problems to the next level of support as required by documented procedures.• Monitoring telephone calls and e-mails to maintain quality services and track problems, to ensure their timely resolution.• To liaise, collaborate and work with other developers, systems analysts or business users to contribute to the design and analysis of the system.• Report to the development manager and other senior developers. • Manage own workload and prioritise effectively. • Work under high pressure targets.• Other ad-hoc duties as reasonably required by the business.• Work with multiple users across multiple offices/countries.

Behaviours

• Professional, confidential and discrete.• Shows initiative.• Adheres to the company value and culture.• Management business owner mentality• Proactive response to problem solving• Consistently delivers prescribed outcomes in a timely and accurate manner.• Good time management

Skills

• Excellent interpersonal and communications skills.• Ability to interpret and input data accurately and efficiently.• Professional and confident telephone manner.• Strong analytical skills.• Ability to work as part of a team.• Strong attention to detail.• Excellent verbal and written communication skills.• Ability to prioritise and meet deadlines.