Service Desk Analyst

This is an office based, telephone support role working with ISC clients across the UK. The primary aim is to receive and log support calls, offering advice and solutions where possible during the initial contact.

Responsibilities include:

To provide a courteous and professional Service Desk response to all new calls – receiving, logging and investigating technical queries from ISC clients and internal customers.
To follow through to completion any calls that can be resolved within the contracted response time and escalating immediately those calls which require a deeper knowledge of a particular subject or client setup/environment.
To provide accurate technical solutions to queries and incidents.
Escalating incidents as required to meet required SLA’s.
Proactively managing and progressing own calls and calls owned by other members of the team as required, e.g. due to illness/absence.
To participate in specific projects across the organisation as may reasonably be requested.

Knowledge and key skills include:

Excellent customer service and customer handling skills.
Strong time management, multi-tasking and prioritisation skills.
Excellent communication and telephone skills - previous telephone based customer service experience is essential.
Strong attention to detail in logging support calls, updating call details and managing call closure
Ability to work effectively in a team environment.
Flexible, co-operative attitude to work and change.
Assertive, confident, positive and professional manner.
Good IT awareness with at least 1 year of experience in a telephone based IT support role.
Good working knowledge of Microsoft Windows and MS Office products, (eg: MS Word and Excel).
General awareness and rudimentary understanding of Windows Servers, Networking, Routing, Internet and Connectivity

If you would like to apply, please send an application letter and full CV to:

HR Department
ISC Networks
Solar House
Stukeley Business Centre
Huntingdon
Cambridgeshire
PE29 6EF

Or alternatively email your c/v and covering letter to careers@iscnet.co.uk