Service Desk and Support Analyst
Salary £15,500 per annum
The Smart Data Service requires additional support analysts to supplement the current Service team. The new staff will be located in Bridgend. The support analyst will provide a 1st line and 2nd line support service to our energy supplier customers.
All calls will be logged in OneITSM, given an initial priority and the support analyst will manage the call through to successful completion. Where necessary the support analyst will liaise with energy supplier staff to ascertain further details of a call to assist diagnosis of the problem.
It is envisaged that over 70% of calls will be resolved successfully by this team. However, for complex issues, the support analyst may need to re-assign calls to the 3rd line support team (based in Edinburgh) for extra assistance.
The support analysts also provide a dedicated meter installation service desk service to assist the process of registering new meters on to Instant Energy. If the energy supplier has indicated a problem connecting a new meter to Instant Energy then the support analyst, using a pre-determined checklist, will verify that installation procedure has been followed correctly and, if necessary, suggest possible solutions.
The support analyst will also be expected to perform daily, weekly and month tasks as described in the service documentation. Initial training will take place in Bridgend and (possibly) Edinburgh.
SQL : able execute SQL statements
Unix : able to navigate file structures and execute standard scripts
has experience of OneITSM, Remedy or other Service Desk systems
SQL : able to construct and/or edit simple SQL statements
has basic understanding and use of XML files
ITIL, or Service Desk, would be desirable but not essential
St David Recruitment Services Ltd is an independent recruitment agency set up to offer a personalised yet professional service to all our customers. We appreciate that everybody is different and treat our candidates as individuals.