IT Service Analyst

Liverpool Permanent £23,000 - £26,000
  • IT Service Analyst
  • Join a globally reputable business who value IT

About Our Client

Michael Page are partnered with a highly reputable global business.

Job Description

Key Responsibilities:

  • Providing customer centred support adhering to service level agreements to provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements
  • Provide a positive, professional can do attitude and maintain a high quality service of support to our customers
  • Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites
  • Ensure regular ticket updates to manage customer expectations
  • Ensure timely call resolution with agreement from the client
  • Ensure all documented processes are followed and provide for Service Improvements
  • Actively seek out Service Improvements and suggest alongside service adoption
  • Multi skilled in other areas of administrative support in line with new service offerings to come from the shared service centre
  • Provide effective communication and collaboration through teamwork, engaging and contributing through team meetings and discussions and sharing knowledge through appropriate documented processes
  • Provide administrative support in line with service level agreements
  • Contributing and engaging in team meetings and team discussions
  • Focus on client service excellence

The Successful Applicant

Key Skills and Experience:

  • Experience working with customer support essential
  • Workflow Co-ordination Experience Essential
  • The ability to communicate confidently in both clearly spoken and written English as well as having the ability to build a rapport with people quickly and effectively
  • Be able to problem solve quickly and take ownership comfortably
  • A professional, proactive and 'can do' attitude with exceptional attention to detail with excellent organisational skills and a passion for providing outstanding customer service
  • A high level of personal commitment to task completion, with the ability to prioritise
  • The ability to deliver excellent results and constantly improve our customer's experience and aid in our continued growth
  • Keen Interest in IT Systems Support desired
  • Values diversity of colleagues and demonstrates capability to work alone and as part of a team
  • A good team player that capitalises on opportunities for sharing knowledge and encourages others to be responsible for cooperation and open communication
  • Demonstrate confidence in dealing with external customers.

What's on Offer

Salary: £23,500 - £26,000

Karim Afifi
Quote job ref
Phone number
+44 161 829 0365

Job summary

IT Support
Technology & Telecoms
Contract type
Consultant name
Karim Afifi
Consultant phone
+44 161 829 0365
Job reference