Senior Desktop Support Analyst

  • CVL
  • Oxford, Oxford, UK
  • Sep 09, 2016

Job Description

An exciting opportunity has arisen for an experienced Senior Desktop Support Analyst to work within Central Government on a contract basis. This position is based in Oxford initially until December 2016 offering up to £150 per day ltd. Main Duties: Act as first line support & primary point of contact for all service-related queries,issues/Incidents Log all calls made to the Service Desk with correct level of detail & impact to facilitate resolution Resolve at 1st call as many issues as possible using relevant support documentation or resources Identify & escalate Priority calls in line with the Incident management process, all Services & associated SLAs Refer unresolved calls to appropriate resolver groups & escalate calls as appropriate Monitor the successful conclusion of all calls following up on customer calls where necessary Proactively manage user expectations through the communication of Service Levels & the deployment of effective incident, problem & change management techniques & processes Pro-actively communicate with customers on progress of open calls Ensure no illegal or unsupported software is installed on Oxfam equipment Drive user satisfaction levels proactively managing expectations in the business with regards to service quality Actively champion & communicate users needs, requirements & concerns from a customer service perspective within the IS organisation & Service Delivery. Follow the process of identifying, communicating & resolving known problems Provide solutions to technical problems and support the long-term response strategy Maintain working knowledge of & provide 1st Line technical and procedural support & guidance for all Oxfam approved PC & application packages Manage & maintain desktop security in line with organisational standards Focus on minimising adverse impact of Incidents & Problems on business operations, ensuring best possible levels of serv qual & availability Experience Required Customer Management or Service Desk Service Level Reporting Problem and Incident Management Experience working with at least one of the following technologies: Service Now Helpdesk System, BMC Remedy, Sysaid, Top Desk Relevant Customer Management Service Level Management and Reporting Incident Management Desirable Experience: Certification in ITIL Certification or Qualification in Customer Management processes Change Control and Release Management For any queries please contact Rebecca Eaton on either (Apply online only) or