Analyst, IT Service Desk - Fairland at Baxter International Inc.

Summary

Act as a first point of contact and provide first line fixes and support for external customers. Requiring excellent customer service skills and be ready to work within a structured, fast moving environment, using best practice processes

Essential Duties and Responsibilities

• Provide a central point of contact for all issues and certain change requests, ensuring that they are dealt with in a timely and effective manner, in line with agreed Service Level Agreements (SLA’s), and be responsible for ensuring relevant issues can be closed in consultation with the user
• To assign a suitable priority according to the Support Teams SLA
• To investigate and resolve issues where able to, or escalate where necessary to ensure an effective resolution
• To take ownership of an issue, even those that have been escalated and ensure that the customer is fully aware of progress on a regular basis
• To work shifts (when called upon) and be flexible with core working hours to ensure continuity of service and support to both UK and International clients
• Manage change requests for software upgrades and provide project co-ordination for such activities on behalf of the customer
• Provide proactive monitoring of customer servers and interfaces using the appropriate monitoring service

Qualifications

• Excellent communication skills maintaining a clear, positive and professional manner at all times
• Attention to detail
• Ability to network and liaise with both internal and external teams
• Be able to empathise with the ICNet customer base and achieve high levels of customer satisfaction
• Ability to work in a fast paced, team orientated, collaborative environment
• To lead by example, especially on customer focused tasks
• Excellent organisational ability
• Good analytical and problem solving skills

Education and/or Experience

• Qualification in ITIL or similar would be advantageous
• A level in an IT based subject (or similar) is desirable