Service Desk Analyst

3 days ago

Reston, Virginia, United States Bell Integration - Driving Digital Transformation Full time

We are seeking a skilled Service Desk Analyst to provide proactive and reactive technical support to our customers. As a key member of our team, you will be responsible for delivering exceptional customer experiences through timely and effective issue resolution.

Key Responsibilities:

  • Utilize customer-provided tools to handle inbound contact from end-users, document troubleshooting, and resolve issues or escalate to second-line teams within required timescales.
  • Perform initial triage of incidents using troubleshooting skills and the Knowledge Base to determine the appropriate action for timely resolution.
  • Manage pending tickets, ensuring they are updated or resolved according to agreed procedures.
  • Understand and respond to feedback from ticket quality reviews.
  • Monitor announcements to stay informed about the latest information regarding outages and procedure updates.
  • Work within defined shift patterns, including lunch times and break times, and understand procedures for notifying absence and requesting holiday.
  • Complete mandatory training as required.

Person Requirements:

  • A self-starter and problem-solver who can work independently using their own initiative, but also a proactive and dependable team player.
  • Articulate in both verbal and written communication, including the ability to produce clear technical documentation.
  • A professional and flexible approach to work, ensuring punctuality, tidiness, and diligence to provide our customers with the best possible service.
  • Disciplined prioritization, time management, and scheduling abilities for projects and individual tasks.
  • A willingness to learn quickly and adapt to changing situations.
  • Strong attention to detail and accuracy.
  • The ability to work under pressure in a fast-paced environment and meet agreed targets.
  • A strong emphasis on delivering an excellent customer experience.
  • The ability to learn new skills while following agreed operating procedures.
  • A logical approach to problem-solving.

Experience Requirements:

  • Previous experience working in a 1st Line IT support environment.
  • Experience working with ticketing systems, particularly ServiceNow, and communications solutions such as Jabber and other chat software.
  • Experience working in a Contact Centre.
  • Experience adhering to and working towards agreed SLAs and KPIs.
  • Exposure to using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop, and general end-user support skills.

Bell Integration is committed to protecting your privacy and the security of your data. Please consult our Privacy Notice to learn more about how we collect, use, and transfer the personal data of our candidates.

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