Service Desk Analyst

**JOB PURPOSE**

Ensure that Acuutech delivers an effective and efficient service, ensures customer problems and issues are resolved promptly and in a timely manner to enable client satisfaction.

To conduct remote support ensuring a professional image is always conveyed. Develop and maintain a relationship with every client to maximise future revenue opportunities through maintaining a trusted advisor. The communication you present to the customer and supplier will be reflected in customer satisfaction, future orders and profitability and is therefore of paramount importance.

**PRINCIPLE ACCOUNTABILITIES**

**TECHNICAL**
- Maintain a good product knowledge of all company products and services.
- Contribute and maintain a technical library keeping relevant information up to date.
- Provide input for scaling systems as required and technical advice and risk assessments to Service Delivery Manager as required.
- Invest time in understanding current and new technical developments and stay up-to-date with these.
- Contribute to risk assessments and participate in CAB.
- Creation of knowledge articles and delivering technical briefing to both the internal team and to teams within the client organisations when required.
- Support of Office 365 services and features.
- Administration and Support of Networking infrastructure (Switches, Routers and Firewalls), maintaining VLANs and Configuration changes using Change request procedure.
- Project Execution working alongside Technical Architect and Senior Systems Administrators.

**SERVICE DELIVERY**
- Take calls both Remotely from 1st to 2nd line remote support when systems demonstrate performance issues or service failures internally and externally.
- Analyse and take ownership of client problems and implement corrective action to restore system functionality.
- Provide timely and effective customer service and support to both internal and external customers.
- Escalate promptly issues that cannot be resolved to 3rd Line Remote support (SA2, SA3 and/or Technical Architect)
- In cases where the contractual commitment to the customer is at risk (e.g. failure to meet a SLA) ensure the customer’s expectations are managed whilst a resolution to the issue is determined. Notify Service Desk Manager/ Client Services Manager that the SLA may be breached and determine corrective action.
- Provide appropriate advice to customers for IT technical issues but remain within the boundaries of Support desk (sensitive to providing free IT Consultancy) rather than promoting Acuutech’s IT Consultancy Service.
- Escalate exceptional issues and problems requiring Management input.
- Deputise upon request for the Service Desk Manager.
- Take ownership of a customer issue and resolve in a professional and timely manner. If remote resolution is not possible, propose a course of action for a successful resolution example site visit by Engineer.
- Present to the customer a professional image in terms of dress, demeanour and service level at all times.
- Monitor and support all technical platforms, proactively taking action when required. Act as 1st to 2nd line remote support when systems demonstrate performance issues or service failures (internal or external outages)
- Maintain and Exceed SLA targets for services.
- Take ownership of a customer issue and resolve in a professional and timely manner. If remote resolution is not possible propose a course of action for a successful resolution e.g. site visit in co-ordination with Service Dispatcher / Client Services Manager
- Participate in Out of Hours Support on a rotational basis with other Service Desk Analysts and Systems Administrators.

**BUSINESS DEVELOPMENT**
- Be able to recognise opportunities for selling further services proactively promote the products and services and pass leads to Sales team.
- Participate in the process and procedural development of business system feeds.
- Contribute to the development and evolution of systems and services.

**ORGANISATIONAL EFFECTIVENESS**
- Document key knowledge (problem resolution learning) and promote cross-functional learning within Acuutech. Document FAQs and steps to resolve issues.
- Maintain SLA targets for all services, thorough effective monitoring of alerts and taking the necessary steps to restore service after any interruption or incident.
- Communicate effectively with other Acuutech members in Client Support Team and other departments and provide timely data to facilitate updating the system for billing and technical issues.
- Plan ahead effectively to facilitate efficiency when carrying out onsite installations or other work, completing free work on the first visit wherever possible to maintain profitability.
- Assist with the development of new staff.
- Assist with execution of Projects, manage team members including sub-contractors, ensuring the efficient timely and professional resolution of customer issues within SLA.
- Undertake any other duties within their competence