Service Desk Analyst

Location: Milton Keynes. Fully onsite. Either 8-4pm or 10-6pm

Rate: up to £178.85 p/d Umbrellainside IR35

The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by VWFS’ IT Services Strategy to all in VWFS UK, VW Bank Ireland and the retail network, with associated high levels of service and satisfaction.

The Service Desk Analyst’s responsibilities include incident and service request logging, providing technical first time fix solutions and escalating service request and incidents to second level Support areas where necessary.

Key Skills/ requirements

• Responsible for a technical ‘first time fix’ where possible, working towards defined targets and KPIs.
• Responsible for ensuring internal and external calls are answered effectively and efficiently and within the required SLA.
• Responsible for assigning the correct impact and urgency of incidents and requests.
• Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction
• Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers.
• Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the IT Contact Centre Manager.
• Responsible for organising own daily work tasks using the incident management system.
• Communicating written and verbal updates with stakeholders from all levels within the business.
• Administration and resolution of complaints, escalating where required.
• Create and maintain knowledge base and local working instructions.
• Manage escalations for all service users, providing full business impact analysis.
• Responsible for activities that require Service Desk approval for new products and services accepted into service.

DECISION MAKING SCOPE

• Providing decisions on first line analysis and impact assessments in conjunction with the defined procedures and support from IT Services management.
• Decisions required when escalating to out of hours support when systems are not functioning as expected and immediate intervention is required.