Role Overview
The Service Desk Analyst role ensures customers can operate Savills' systems in order to achieve their business aims by receiving, prioritizing, documenting, and resolving requests.
Key Responsibilities
- Answer incoming help requests from end users via telephone calls within 3 rings and also deal with e-mails and portals, in a courteous and timely manner
- Document all user identification information, including name, department, contact information, and nature of problem or issue
- Identify and learn appropriate software and hardware used and supported by Savills
- Escalate problems (when required) to the appropriately experienced support analyst.
- Prioritize and schedule problems.
- Keep callers appraised of fault's progress
- Closing completed queries to avoid escalation
Key Skills
- Excellent customer service skills
- Consistent provision of a responsive, effective and personable IT support service to exceed customer expectations
- Identify business impacting incidents and escalate according to the escalation process
- Highly motivated, willing to continually update knowledge and skill set
Team Overview
The Service Desk team comprises 12 members, including a Manager and Team Leader. Specializing in exceptional customer satisfaction and in-depth technical support.
Find out more about Savills offer
Recruitment agencies
Savills only pay agency fees where we have a signed agreement in place and that agency has been previously contacted and directed by a member of our recruitment team. We do not pay agency fees when speculative and unsolicited CVs are submitted to Savills or any of our employees other than via our careers website and through our recruitment process. If this is not adhered to, agency fees will not be paid.
Submission of any unsolicited CVs or proposals to Savills will be deemed evidence of full and unlimited acceptance of this approach.