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Ict help desk manager
Technical service desk analyst

Technical service desk analyst

Global Technology Solutions Ltd

Posted 12 hours ago, valid for 18 days

Peterborough, Cambridgeshire PE7 3HH, England

£14.84 per hour

Full Time

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Sonic Summary

The role is for a Technical Service Desk Analyst located in Hampton, Peterborough, with a pay rate of £14.84 per hour, increasing to £15.44 after three months.
This is a 3-month contract with potential for extensions and long-term employment.
Candidates must have previous IT working experience and the ability to drive to another site once a month.
Required skills include customer service experience, familiarity with Active Directory, and proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
A GCSE level education in Maths and English is necessary, along with a proactive problem-solving ability.

Tech service desk role-

Technical service desk analyst Location – Hampton, PeterboroughPay - £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 employmentHours – Week 1- 06:00 – 14:30 Week 2 - 07:00 – 15:30Week 3-6 - 08:30 – 17:00Must have previous IT working experience and the ability to drive to another site once a month

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.

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