Service Desk Analyst
Description✓I have an urgent requirement for multiple Service Desk Analysts who have experience with providing 1st Line Support, within an Out Of Hours Service Desk environment, or who have a very strong background in Customer Service and are looking to pursue a career in IT.
✓Reporting into the Service Operations Team Leader, you will be responsible for providing a single point of contact to all customers by responding to incoming calls/emails, ensuring incidents are fully managed through to resolution.
✓IR35: Inside
✓Location: Peterborough
✓The Role:
✓Responsible for providing 1st Line Support of software / Hardware related incidents, taking ownership of tickets as they come in.
✓Ensure that all incidents are logged on the ITSM and managed within the agreed SLA.
✓Be proactive in keeping customers informed on the status/progress of their incident.
✓Always be sure to Adhere to Major Incident Management procedures.
✓Know when to escalate any potential service issues to the Major Incident Management team
✓Skills/Experience required:
✓Minimum 6 months commercial experience providing IT Support, where possible.Outside of this, we are looking for a really strong background in Customer Service.
✓A good level of knowledge with IT platforms, equipment and applications.
✓Excellent communication skills are essential; a strong background in Customer Service is really important
✓Any bi-lingual language skills would be advantageous but not essential [German, Spanish, Polish, Portuguese, Hungarian, Lithuanian].
✓Any IT-related certifications / qualifications are highly desirable [MCP, CCNA, CompTIA].
✓Any commercial experience with supporting the following is advantageous:
✓Windows Operating Systems
✓Citrix
✓Cisco Telephony Systems
✓Hardware troubleshooting [desktop, server, laptop]
✓Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc
✓A good understanding ITIL framework and its procedures would be really beneficial
✓Please apply online with your CV Show more →
✓Reporting into the Service Operations Team Leader, you will be responsible for providing a single point of contact to all customers by responding to incoming calls/emails, ensuring incidents are fully managed through to resolution.
✓IR35: Inside
✓Location: Peterborough
✓The Role:
✓Responsible for providing 1st Line Support of software / Hardware related incidents, taking ownership of tickets as they come in.
✓Ensure that all incidents are logged on the ITSM and managed within the agreed SLA.
✓Be proactive in keeping customers informed on the status/progress of their incident.
✓Always be sure to Adhere to Major Incident Management procedures.
✓Know when to escalate any potential service issues to the Major Incident Management team
✓Skills/Experience required:
✓Minimum 6 months commercial experience providing IT Support, where possible.Outside of this, we are looking for a really strong background in Customer Service.
✓A good level of knowledge with IT platforms, equipment and applications.
✓Excellent communication skills are essential; a strong background in Customer Service is really important
✓Any bi-lingual language skills would be advantageous but not essential [German, Spanish, Polish, Portuguese, Hungarian, Lithuanian].
✓Any IT-related certifications / qualifications are highly desirable [MCP, CCNA, CompTIA].
✓Any commercial experience with supporting the following is advantageous:
✓Windows Operating Systems
✓Citrix
✓Cisco Telephony Systems
✓Hardware troubleshooting [desktop, server, laptop]
✓Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc
✓A good understanding ITIL framework and its procedures would be really beneficial
✓Please apply online with your CV Show more →