Codestone Group

Analyst

• Provide a channel for users to request and receive standard services, via email, phone, and self-service.
• Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLA’s.
• Take ownership of users' incidents and requests and be proactive when dealing with these.
• Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.
• Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.
• Recording and monitoring all faulty calls & requests for service on the Customer’s ITSM Tool.
• Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues.
• Escalation to customer internal teams, of faults that they are responsible for resolving.
• Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets.
• Communication with the customer resolver teams, to escalate and help with triage tickets.
• Record all faults and related occurrences on the ITSM system
• Produce and update documentation of fixes for known issues
• Upkeep of IT procedures (under direction of Line Manager)

Service Desk Analyst