It Service Desk Analyst

Job title: Technical IT Service Desk Analyst

Location: Newcastle upon Tyne Quorum Business Park NE12 8BU

Contract length: 6 Months (Potential to Extend)

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services are currently recruiting for 2 x Technical IT Service Desk Analyst on behalf of a global company in the sustainable energy industry. The positions are initially for 6 Months with the potential to extend.

The successful Technical IT Service Desk Analysts will join the team in the Newcastle upon Tyne office. Reporting into the Service Desk Team Leader. The Technical IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective, customer focused IT Service Desk which provides a single point of contact to log, manage and action all customer incidents and service requests. This position is a Technical First line support role and requires previous technical first line experience, as well as excellent customer service skills, ticketing and trouble shooting experience.

Responsibilities:

• Answer calls and respond to tickets within agreed KPI targets whilst adhering to quality monitoring guidelines.

• Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible.

• Retention of end-to-end ownership whilst working with IT Resolver Groups and third parties.

• Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution. Including but not limited to

• Initial technical diagnostics and support of user logon issues

• Initial technical diagnostics and support of end user computing hardware and software issues

• Initial technical diagnostics and support of Microsoft O365 applications and services

• Initial technical diagnostics and support of core business application issues

• Initial technical diagnostics of network incidents, liaising with customers and resolver groups through to resolution.

• Communicate incident resolution or request fulfilment to the customer.

• Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy.

• Adhere to effective queue management, and etc

Qualifications or Required Experience:

• Qualification in the field of Information Technology and / or equivalent work experience.

• A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures.

• Knowledge of basic computer hardware

• Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions.