Service Desk Analyst (Level 2)

We currently have a vacancy for a Service desk Analyst (L2) to join our team in High Wycombe. The successful applicant will be responsible for providing 1st & 2nd level support as part of the Service Desk team based in Cardiff. Job Role: The purpose of this role will be to provide 1st & 2nd level support as part of the Service Desk team based in Cardiff. Position Objectives: * Be readily available to answer phone calls, emails and web portal requests from the users in a professional and efficient manner. * Provide timely, first call resolution to technical support issues while following company standards. * Deal with advanced technical incidents assigned from Level 1 Service Desk Analysts. * Escalate incidents to Resolver groups and 3rd parties. * Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved. * Maintain a high degree of customer service for all support requests. * Log and monitor all incidents to aid in identifying potential problem trends. * To remotely control users PC's to investigate, diagnose and resolve issues. * To offer cover / support to the Desk side support members. * Add fixes and known errors to the Knowledge base. * Manage all aspects of the your own performance e.g. incident handling, quality, timekeeping and absence reporting * Identify any training requirements to help with your role and to develop your skills. * May be required to a shift pattern (including weekends) and offer on call support. Security & Compliance * Ensure that the Service Desk processes and procedures are followed in compliance with GMF security and audit requirements * Be familiar with and support GMF Global Security Policies * Understanding and promoting the GMAC's policy on Treating Customers Fairly (TCF). * To ensure ongoing adherence to all relevant compliance regulations that may govern the GMAC UK Plc business and complete all regulatory knowledge training where applicable in a timely fashion. Skills & Knowledge: * A strong focus on service delivery and customer satisfaction * Good attention to detail with a methodical and thorough approach to work * Ability to stay calm under pressure * Organized and good at juggling tasks and prioritizing * A great team player * A desire to show initiative * Highly organized with excellent communication skills * Great communication skills * Enthusiastic and passionate about their work * Good analytical and troubleshooting skills are required * Personal Integrity / Discretion * Open communication style / Good listener * Team focused * Great time management and ability to prioritise multiple responsibilities * Good written and verbal presentation skills Technical Skills: * Has the ability to provide Level 2 IT support * A good knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly * Strong knowledge of Microsoft based operating systems and suites * An understanding of the Business Applications that will be supported, i.e. SRS, MAPS Overview Of: * Understanding of ITIL Best Practice for Service Desk * Understanding of key ITIL Service Management areas Competencies: * Analytical thinking / decision making on daily operational issues * Key focus on service delivery/quality/customer satisfaction * Ability to handle rapidly changing priorities * Broad understanding of business Leadership Behaviours: * Integrity (Integrity & Trust) level 1 * Customer Focus level 2 * Interpersonal Savvy level 2 * Competitive Focus (Drive for Results) level 1 * Collaborative (Peer Relationships) level 1 * Professional (Planning & Organising / Decision Quality) level 1/2 If you feel that you are a good match for this role then please apply today