Service Desk Analyst

Description
Take and resolve requests over the telephone, face to face and via the ticketing system.
Respond to and resolve requests within the specified time frame as logged in the ticketing system.
Keep requests updated in system with progress on a daily basis including requests for escalation.
Ensure users are kept sufficiently informed of progress throughout the lifetime of their calls through regular emails / phone calls.
Interpret and reiterate company policies to users and technicians and enforce policy when appropriate.
Prepare written communications and documentation.
Undertake research, document results and present to colleagues and Managers.
Develop own technical knowledge to improve ability to resolve requests.
Work with co-workers to increase knowledge across the Global Service Desk team.
Work with other team members and small project groups to develop tools to improve the Global Service Desks efficiency and effectiveness.
Recommend new methods or improvements based on own research, knowledge and possibly testing.
Organise, implement and action project tasks as required within agreed timeframe.
Expert knowledge on the local office setup.
Enforces best practice in the office.
Develop relationships with key members of the business in the office, engages business stakeholders and reinforces role of site expert.
Co-ordinate Asset Management and stock taking tasks for the office.
Occasional Major Incident Management.
Supports Manager in recruitment.