- Responding to telephone and email incidents, queries and service requests in a professional and courteous manner based on an agreed SLA or OLA
- Logging of all works - ensuring incidents, queries and service requests are logged, prioritised, tracked and resolved within predefined Service Levels
- Operating in a flexible mode – being able to seamlessly switch between a telephone/desk-side role as and when required
- Agreeing work priority levels with the customer to ensure customer expectations are managed and the ticket reflects the risk & impact accordingly.
- Investigating incidents where possible either remotely or desk-side, leaning on an agreed toolset to logon to the customer’s machine to perform troubleshooting.
- Correctly routing a ticket to the appropriate team who is able to resolve the incident if first line knowledge or access is not sufficient.
- Dealing with and communicating escalations accordingly.
- Seeking knowledge missing where appropriate, documenting and disseminating the knowledge accordingly.
- Undertaking agreed proactive works which are agreed to maintain our systems thus avoiding tickets being raised by staying “one step ahead”.
- Maintaining and growing relationships across immediate team and wider IT teams to ensure collaborative approach to resolve customer requests as soon as possible.
- Ensure that Information Security considerations and controls are in place which adhere to the Information Security/Computer Policy.
- Align to the threat response procedures defined by the IT Security Team owned by IT Helpdesk Team Lead
- Ensuring customer satisfaction levels are maintained and improved where possible.
- Ensuring a personable desk-side manner with the ability to put users at ease.
- Recognising and adhering to change management processes to protect production environment.
- Manage liaison with suppliers (including internal) to ensure fixes are delivered in a timely fashion
Back to searchHelpdesk Analyst
Jumar Solutions
Posted 25 days ago, valid for 7 days
London, Greater London EC1R 0WX
£25,000 - £35,000 per annum
Full Time
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Sonic Summary
- Salary: Up to £180 per day
- Experience Required: 3 years
- The role of the EUC analyst includes providing first point of contact and first contact resolution for customers, restoring end user technology issues or requests as quickly as possible.
- Responsibilities include responding to telephone and email incidents, logging all works, investigating incidents remotely or desk-side, and maintaining customer satisfaction levels.
- Additional tasks involve dealing with escalations, seeking missing knowledge, and collaborating with IT teams to resolve customer requests efficiently.
