Service Desk Analyst Job at Bell Integration – in Home Based

Job Description

Overview: (MON-FRI 3 x 8hr shift rota)
Company Overview
Bell Integration is an IT Services company specialising in Infrastructure Technology and services including IT lifecycle management, Managed Services, and Consulting & Project Services.
We provide onsite and remote Managed Services for a variety of customers across Telecoms, Retail, Media and Financial Services. This ranges from Desktop Support, to hardware lifecycle management to specialist technical support
Responsibilities: Job Description

  • Responsible for achieving SLA’s targets for call answering and call handling.
  • Responsible for logging tickets using ServiceNow and ensuring SLA targets for resolution are achieved.
  • Carry out initial triage of the incident utilising troubleshooting skills and Knowledge base to determine the appropriate action to achieve a timely resolution.
  • Deliver exceptional Customer service.
  • Understand and follow documented processes.
  • Working within a dedicated team providing 1st Line Support (phone, chat and email) across 3 shifts Mon-Fri (9am-5pm, 12noon-8pm, 5pm-1am).

Qualifications: Skills and Experience

  • Knowledge of Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills.
  • Demonstrable experience of delivering exceptional Customer Service.
  • Experience using ITSM tools such as ServiceNow.
  • Demonstrate an accurate and logical approach to problem solving.
  • Ability to work under pressure to agreed targets in a fast-paced environment.
  • Knowledge of Service Desk operations and processes.
  • Experience working in 1st Line IT Support environment

Job Type: Full-time

About Company

Company: Bell Integration –

Company Location:  Home Based

About Bell Integration -