As a Service Desk Analyst, you will:
oPerformance against SLA for ticket handling
oCustomer service skills
oProactivity when dealing with tickets
*Handle Service Desk support queries from clients/brokers/insurers in a professional and courteous manner via email and over the phone
*Demonstrate working practices aligned to ITIL Service Management principles
*Ensure incidents and requests are accurately logged, triaged, assigned, tracked and responded to in a timely manner, in line with agreed SLA/KPI targets, provision of timely communications and maintenance of ownership until closure
*Ensure that incidents and requests are resolved efficiently with minimal business disruption maintaining high levels of customer satisfaction
*Identify and escalate repeat issues or service risks following approved Deloitte operational processes
*Maintain and develop own knowledge and skills to assist with first-time fix resolution
*Have the ability to work independently and take initiative to respond to changing situations and priorities with a high sense of ownership, urgency and drive
*Build relationships to understand what the client/broker/insurer really needs, identifying areas for improvement and removing blockers
*Have the autonomy and responsibility to coordinate with all areas of the business to resolve the situation for the client, so you'll be a proactive person eager to get involved with other teams to make things happen and take action
*Provide assistance to and share knowledge with team colleagues, maintaining the team Knowledge Base


LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.