Vacancy Details

Service Desk Analyst

Business Area: IT
Location: Pinesgate
Salary: Competitive plus excellent benefits

We are looking for a Service Desk Analyst to join our team in Bath, providing user guidance and first level support by assisting in problem resolution. our Service Desk Analysts are the key contacts for on-site and remote users for terminal and production problems and inquiries. Helphire are a non-fault road Accident Management company, dealing with high volumes of customer claims through our contact centres, based in Bath and Bristol. Our service Desk Team are based at the pinesgate site in Bath and work to strict SLA's to ensure that our operators get all of the IT support they need, in order to maintain the high standard of service that our customers are used to.

This role will be responsible for:

Responding to users requests for information and assisting in problem resolution.
Maintaining contact with users on operational and produciton problems.
Ensuring that the IT Department performs to or exceeds service level agreements with the various user departments and enterprise business units, by direct intervention or by using formal/informal channels of escalation.
Assisting in coordinating the resolution of applicants/software systems problems impacting production.
Assisting systems and programming personnel, as requested. Assisting in resolving technical computer operations equipment problems.
Logging documents and maintaining history records on IT production problems.
Initiating corrective action or carrying out instructions to resolve system problems on production jobs.
Recognising and identifying potential areas where existing policies and procedures require change, or where new ones need to be developed (especially regarding future business expansion).
Striving to learn the job functions of the position's immediate superior as well as peer level positions with whom the individual interacts.
Fulfilling departmental requirements in terms of providing administrative notification during periods of absence, holidays or leaning activities.
Performing at or above the enterprise's Infomation Technology performance standards.

We are looking for a candidate with a good standard of education and a degree of flexibility, with experience in a customer service related environment and a proven track record in First Line Support or Service Desk Environment. We can offer a position that will enable you to utilise your skills and experience to the full, whilst providing you with the opportunity to learn further your abilities in the IT area.

So, if you are interested in joining our vibrant team, please apply online today!

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