1 of 1 Service Analyst Jobs in Merseyside

the daily delivery of functions to the wider business for BDO and our Clients. Working on the IT Client Services team, you will record and resolve support incidents/service requests when received and escalate issues to appropriate teams, whilst ensuring that the BDO IT Client Services team are operating within defined KPI and SLA targets. You will; Provide … customer centred support adhering to BDO Quality and service level agreements. Provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements. Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites Ensure regular ticket updates to manage customer expectations Ensure timely … contact for any escalation for users throughout the business and external clients Effective Queue Management and Triage aligned to agreed KPI's. You'll be someone with: Essential: Customer Service Experience via phone call and emails Proven Experience of Incident Management Systems (ServiceNow) Considerable experience in a 1st Line level IT support role Excellent communication skills, both written and More ❯