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Service Desk AnalystLocation – Hampton, PeterboroughPay - £14.84 per hour, after 3 months there will be an uplift to £15.44per hour Contract – 3 months with the development into extensions. Looking at long term employmentHours – 7.5 hours a day, between 07:00 and 20:30 – maximum of 2 weekends a month, get the days back in the week.
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.
Required skills:- Plenty of Customer service experience - Previously required to complete calls/make bookings.- 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.
If you have the skills required, please apply now
