Service Desk Analyst

  • Location
    Wakefield, West Yorkshire
  • Salary
    £ 21500 - £ 22500 / Year
  • Category
    IT - IT Training & Technical Authoring
  • Job type
    Permanent
  • Industry
    IT and Telecoms
  • External Reference
    JN-092021-207862

Salary - £21,500 - £22,500 + bonus £2,000 paid quarterly


37.5 hours per week.


8am - 5:30pm


Hybrid Working available



Scope:



  • Exceed expectations, providing a first-class customer experience

  • Produce management information and dashboards

  • Audit Incident, Event and Request data.

  • Audit and maintain asset databases

  • Collate and validate service data for the purposes of billing

  • Support Commercial Managers with the preparation and upload of billing data

  • Support Delivery Account Managers with the preparation and delivery of service review packs

  • Support Helpdesk Managers with service level management

  • Act as an escalation point for customers

  • Adhere to Client/Xerox standards and procedures

  • Other reasonable tasks in support of the wider team, as directed by line management



Background, experience, and qualifications:



Essential:



  • Proven track record in delivery of quality customer service

  • Excellent IT skills, specifically Excel (Pivot Tables, VLookup etc.), PowerPoint and Share Point

  • Strong organisational skills, able to prioritise and manage workloads

  • Exceptional communication skills

  • Understanding of ITIL methodologies and/or experience of IT helpdesk


Desirable:



  • Knowledge of Xerox and/or managed print companies, products and services

  • Experience of working to Service Level Agreements

  • Billing analyst or administrator experience

  • Knowledge of databases (e.g. SQL) and reporting tools (e.g. MS Report Builder)

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


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To speak to a recruitment expert please contact Vanessa Douglas