Technical service desk analyst

Tech service desk role-

Technical service desk analyst 

Location – Hampton, Peterborough

Pay - £14.84 per hour, after 3 months there will be an uplift to £15.44 per hour 

Contract – 3 months with the development into extensions. Looking at long term employment

Hours – 

Week 1- 06:00 – 14:30 

Week 2 - 07:00 – 15:30

Week 3-6 - 08:30 – 17:00

Must have previous IT working experience and the ability to drive to another site once a month 

All candidate must be eligible  to go through SC clearance  

Required skills:

-    Plenty of Customer service experience 

-    Previously worked in a Call Centre 

-    Active Directory

-    Experience with Microsoft Word/Excel/PowerPoint/Outlook

-    Speaking/typing in English to a professional level.

-    Being a great problem solver – thinking proactively in order to resolve incidents as quickly and smoothly as possible.

-    Educated to GCSE Level or equivalent in Maths and English

-    IT certificated desirable but not essential.

-    Desired but not essential skills in vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.

Requirements: 

-    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.

-    Adhering to Incident management procedures.

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

-    Keeping up to date with the current standard procedures.

-    Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

-    Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager

-    Escalate potential problem issues with Problem and Incident Management.

-    Contributing to team meetings.