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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
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.
