IT Service Desk Analyst

The role is part of the team responsible for receiving and handling requests for I.T support from Rentokil Initial business units Purpose of role: Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to the creation of support documentation. Primary Responsibilities ● To deliver high-quality support, owning support requests and managing them to a successful outcome for the customer ● Managing support requests in line with current process and targets, ensuring KPI’s are met and customer satisfaction is maintained Requirements ● Acquiring a proper understanding of a problem or situation by breaking itdown systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated. ● Acquiring an understanding of the underlying issues in complex problems or situations by correctly relating these to simpler or better understood concepts, models or previous experiences. ● Identifying gaps in the available information required to understand aproblem or situation and devising a means of resolving them. ● Taking account of new information or changed circumstances and/or business requirements and modifying the response to a problem or situation accordingly. ● Maintaining focus on agreed objectives and deliverables. ● Understanding the hierarchy and culture of ownership, customer and supplier organisations and being able to identify the decision makers and influencers. ● Communicating effectively in reports and via emails. ● Establishing relationships and maintaining contacts with people from a variety of backgrounds and disciplines. The effective, approachable and sensitive communicator in different societies and cultures. Is proficient in: ● Service Management Tools Including interrogation of the incident database, the creation of parent and child incidents, the creation of queries to seek trends. ● Techniques for identifying, gathering and validating customers needs in the delivery of IT services. ● Knowledge of the IT/IS infrastructure (hardware, databases, public/private cloud, operating systems, intelligent SAN, *aaS, middleware/SOA, local area networks, Lan, WLAN, Wi-Fi etc) and the IT applications and service processes used within own organisation Is familiar with: ● The application of automated systems to the support of specific business functions