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Service Desk Analyst, Deloitte Digital, Consulting, Belfast
Job Description:
• Handle all Service Desk support queries (internal and client-facing) in a professional and courteous manner over the phone and via email
• Demonstrate working practices aligned to ITIL Service Management principles
• Take ownership of tickets and managing them in a logical and methodical manner
• Ensure all contact information, updates, client interactions etc. are logged in the ITSM system according to standard Deloitte operating procedures
• Correctly log incidents and requests, categorising and prioritising them in line with team procedures
• Identify and escalate situations requiring urgent attention
• Conduct full and thorough triage and diagnosis to ensure issues are escalated to the appropriate Deloitte teams for resolution
• Troubleshoot basic technical issues and resolve to the client’s satisfaction
• Ensure all faults are progressed and resolved within SLA/KPI targets – escalating to other internal and external teams as appropriate
Essential
• Must be able to demonstrate a customer-first approach to support
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels
• Natural aptitude for trouble shooting and problem solving
• Ability to effectively prioritise, estimate, plan and complete workload to meet deadlines
• Be able to work well with others and effectively communicate with colleagues
• Strong written and verbal communication and presentation skills
• Attention to detail and good problem-solving skills
• Demonstrable experience in a similar technical Service Desk role
• Third level qualification in technology or related discipline or relevant experience
• An ITIL qualification is preferable but not essential