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Service Desk Analyst

  • Location: Portsmouth, PO6 3EN
  • Salary: Competitive Dependent on Experience
  • Job Type:Contract

Posted over 1 year ago

  • Sector: Non-core sector
  • Contact: Tim Millbank
  • Contact Email: tmillbank@nrl.co.uk
  • Contact Phone: 01942 323277
  • Duration: Initially 6 months
  • Start Date: 30 June 2022
  • Expiry Date: 30 July 2022
  • Job Ref: 1041783
NRL are looking to recruit a Service Desk Analyst to join the team of an industry leader in the nuclear industry on an initial 6-month contract. The role will be based in Lakeside, Portsmouth.

About the role:

The role involves performing as part of the team within the Technical Service, providing 1st line IT support and excellent customer service across a range of UK based and international customers.

Duties include:
  • To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards
  • To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
  • Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
  • To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA’s
  • To assist with mailbox processing when required, logging customer issues/requests and replying to any queries
  • To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
  • To log and escalate calls with third parties where required, ensuring communication back to the customer
  • To complete a variety of checks and monitoring activities on Babcock Infrastructure throughout the shift and as directed by the Shift Senior
  • To affect a handover of events to the incoming shift team
What you will need:
  • Proven Service/Help Desk experience
  • Customer Service Experience, both face to face and over the phone
  • Proven experience in using a Service Management system to manage all incidents and requests
  • Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems
What’s in it for you:
  • Industry competitive rates
  • Opportunity to work with an industry leader
About NRL:

NRL connect global engineering companies with the right people to bring their projects to life. As we progress your application our team of talented recruiters will be on hand to support you to secure your next role.

We welcome applications from every walk of life and are committed to driving diversity and inclusion within the industries we support. That’s why our Member Committed to Diversity status with the Association of Professional Staffing Companies is so important to us.

For temporary workers and contractors opting to work with us through our Pay As You Earn (PAYE) payroll service, we’re delighted to offer a wealth of benefits including access to virtual and telephone GP appointments 24/7, health and wellness resources, gym discounts and retail savings.