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1. The prompt and efficient handling of customer reported IT incidents or requests received by the Service Desk via phone calls, emails, web portal and in person.
2. The initial investigation and assessment of IT incident reports with a view to resolving pre-defined categories “at first contact” with the users; examples may include password resets and basic advice on the use of core services.
3. Where incident reports cannot be resolved within defined targets, gather and record essential diagnostic information and then assign to Tier 2 CSAs or other resolver groups (for example, specialist application support teams or an external supplier) for action.
4. Respond as appropriate to service requests, including, for example, end user equipment supplies, minor system changes, approved application installations or requests for information.
5. Access management including file and folder permissions, application deployment via SCCM, new starters, internal moves, leavers and asset management.
6. Ensuring all efforts are made to provide our users with the best possible customer service and a dynamic and enthusiastic approach to IT support.
Scope & Impact
The Service Desk plays a fundamental part in ensuring that the organisation derives maximum operational benefit from its technology investment, by ensuring that incidents and requests are dealt with promptly and efficiently. Furthermore, as the main contact points that business users have with Technology, the effectiveness and professionalism of CSAs has a direct influence on the perception of customers as a whole.
This role has a global scope, as incidents and requests may be received from any users irrespective of their location and assigned for action to Technology functions in any office.
Strategic Planning & Decision Making
Good tactical decision making, with an emphasis on diagnostic assessments, resolution options and customer (user) satisfaction, is fundamental to the role.
Frequent (daily) phone, email and face-to-face contact with business users and resolver groups (internal and external) to receive and address IT incidents and requests.
Regular (at least weekly) face-to-face contact with Service Management, Applications Support and Infrastructure teams to exchange information on recent incidents and other operational service events
Customer Support Analyst (CSAs) are the primary day-to-day operational interface between business users and the Technology functions. Tier 1 CSAs handle the initial contact with the users, this may be by phone, email, web portal or face-to-face.
Knowledge & Skills
Service Desk and Incident Management
Receives and handles requests for support following agreed procedures
Responds to common requests for support by providing information and taking basic actions to enable resolution, and promptly allocates unresolved calls as appropriate
Maintains records and advises relevant persons of actions taken.
Client Services Management
Acts as the routine contact point for business users
Applies client services standards, and assists with their development, to resolve or escalate user service problems and provide the highest standard of service possible.
In addition, good knowledge is required of the following:
Microsoft Office, Windows 7 and OSX including diagnosing and troubleshooting
Using Service management tools, such as ticketing applications (e.g. Remedy, Service Now, Cherwell etc.)
Basic Microsoft Active Directory administration, including resetting passwords and unlocking user accounts.
Hardware support (Printers, window laptops, MacBooks, monitors etc).
A first degree in a service-related business or a technology discipline is desirable.
An ITIL (IT Infrastructure Library), ISO 20000 Service Management Standard or similar service management qualification would be beneficial.
Customer Support Analyst job description
They must endeavour to resolve incidents and requests quickly and efficiently. Where they cannot provide a resolution directly, they will gather information on the incident or request to facilitate a resolution and pass it on to Tier 2 CSAs, or other resolver groups.
Customer satisfaction is a key focus of this role and front-line ownership of all issues will be expected.