Service Desk Analyst

Industry Sector  : Cyber Security,IT Infrastructure ,Cloud Technology ,Enterprise Software,Telecoms ,Other

 Location : Surrey

Package  : £24000

Job Description  :

The Service Desk Analyst will be working for a highly successful and established technology business. 

Duties include: 

  • The Service Desk Analyst will provide first line response to customer service enquiries by telephone, email and web-chat.
  • Raising all incidents and order requests with suppliers following agreed processes.
  • The Service Desk Analyst must deliver excellent customer service, always.
  • The Service Desk Analyst will deal with customer queries effectively, and always ensure that agreed lines of communication are adhered to. Ensuring that Key contacts are kept updated at regular agreed intervals.
  • The expectation is for verbal communication to be of paramount importance to encourage personal relationships, including key details, and any agreed dates/ timelines to be followed up in writing by email.
  • Display a thorough work ethic to ensure that all queries are dealt with to the customer’s satisfaction.
  • Service Desk Analyst must ensure all work pools are managed following the most current process. Communicate with management at agreed updates.
  • Effective liaison between customers and team members to ensure co-ordination of engineering force is maintained at maximum levels of efficiency and dealing with all internal queries thoroughly.
  • Order any hardware/software required adhoc and ensure that kit ordered is delivered in time for installation dates.

Experience/Skills required:

  • Phone based customer service experience is essential.
  • Excellent communication skills.
  • PC literate.
  • IT Microsoft office proficient.
  • Exposure to databases preferred.
  • Excellent verbal and written communication skills.

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Critical Resourcing have played a major part in the significant growth of our headcount over the past 18 months. They’ve provided us with the talent and expertise we’ve needed across the business. They have taken the time to understand our requirements and therefore know the sort of candidates we are looking for which makes the recruitment process much more efficient and successful.

Kevin Stillwell

Customer Service Director


Critical Resourcing supports us with hiring for technical roles at OCSL ITO. Their understanding of our business needs and culture of the organisation means that we always receive a high calibre of technical candidates, enabling us to hire the skilled people we need for our business.

Iain Maclean

Business Unit Director


I have a great relationship with Critical Resourcing – they’re able to source and deliver excellent candidates for our business every time. They are highly efficient, a pleasure to work with and I’d recommend them to any company.

Nicola Jakeman

Head of Business Support

Adept Telecom