Service Desk IT Support Analyst

Other

12/08/2020

Service Desk IT Support Analyst

Service Desk IT Support Analyst.

We have a fantastic opportunity for experienced Call Centre/Service Desk Analysts in the Hampton, Peterborough.

Due to COVID19 this role will initially be working from home, until the site returns to normality.

You will need to have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role. Ideally with an interest in Network and relevant qualifications.

Various Shifts. 7.5 hour shift. Desk covered between 07:00 - 21:00 and will include a Saturday and Sunday shifts on a rota basis.

Contracts min 3 months, with a view to going perm.

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

*1st Line Support of Wintel/Retail and Hardware related incidents.

*Accurately log incidents and ensure all relevant data is captured whilst logging the incident.

*Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

*Proactively keeping Customers informed on incident or request status and progress.

*Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.

*Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

*Resolve >60% of incidents logged as a First Time Fix

If you have the above skills and experience please apply now!

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