Service Desk Analyst (Technology & Change)
Here at North Yorkshire County Council our Technology and Change Department plays a vital part in improving and developing services across the whole Council for the benefit of our customers and staff.
We are looking for a Service Desk Analyst to join our Service Desk team which is the central point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services). We are certified as BSI ISO 20000 compliant and as such is committed to delivering a consistently high level of service. We also work in partnership with the internal T&C teams; Service and Product Owners, T & C Commercial Services as well as external 3rd party suppliers.
As our Service Desk Analyst you will be responsible for achieving excellence in customer service by ensuring all customer contact is conducted in a polite and professional manner to agreed standard, including listening, negotiating, analysing and rapport building skills. Liaise with support teams on call status and progression, including 3rd parties, escalate major/high priority incidents to appropriate management, and ensure end user/customer satisfaction by maintaining frequent communication regarding incident status and providing up-dates and notice of resolutions. You will also log all incidents and service access requests on the service management solution ensuring they are accurate and logged in accordance with policies and procedures, actively use the knowledge base to provide information and advice, look up fixes for technical issues and add any additional information you become aware of from the technical teams to support customers to self –serve reducing demand into the wider T & C Service and monitor call management client to ensure incoming call volumes are effectively managed and calls are answered within SLA.
What you will bring….
To be successful you must have knowledge of the key principles of effective customer service and the ITIL service management framework. Have excellent communication skills both verbal and written, as well as good active listening skills. You must also be able to demonstrate the ability to confidently use persuasion, influencing and/or negotiation techniques to influence others in difficult situations, be able to problem solve, and can work productively in a pressurised environment and support others to do so.
Working in Technology and Change you will be surrounded by a supportive, established team of change management professionals who will help you grow and develop within this role. As a North Yorkshire County Council employee you will have access to some great benefits via our everybody benefit’s scheme such as shopping discounts, home technology and green car salary sacrifice schemes, financial wellbeing and health assured and our employee assistance programme to assist with your health and wellbeing. You will also have access to our local government pension scheme, a generous plan for your retirement with the option to increase your monthly contribution if you so wish. For more information on the benefits we offer please see our Total Rewards Brochure.
Contact and apply
If you feel this role is something you could be interested in and would like to know more, please contact Lauren Mcgee on 01609 532020 for an informal chat.
Closing date: Sunday 30th January
Interview date: week commencing 7th February
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