Service Desk Analyst (1st Line)

£130 per day | Coventry | Contract
Posted 13 days ago

Service Desk Analyst - 6 Month Contract
Coventry


Provide day to day Level 1 & Level 2 Service Desk support. Utilize technical experience and customer service skill to assist end users resolve incidents and fulfil requests remotely, and escalate as needed. Focus on customer service through achievement of service response and resultion times as prescribed in Service Level Agreements. Use Knowledge base and Service Management tools to ensure effective response and resolution of incidents and fulfiment of service requests. Pursue ongoing technical and business knowledge growth through collaboration with Level 2 and 3 Support Analysts, as well as other Information Services team members as opportunities arise.

Responsibilities
? Learn and implement approved MIS policies, processes and procedures
? Monitor the Service Management queues following the Service Desk checklist
? Provide initial response support to the company sites in the UK
? Log all incidents and service requests in the Service Management system
? Create well-documented and actionable tickets. Ensure all relevant information is entered in the Service Management system
? Resolve incidents and fulfil requests upon initial response where possible
? Triage all support requests coming to IS UK via the service desk phone, e-mail, and self service portal
? Escalate incidents and requests following the escalation and notifications procedure
? Collaborate with team members that may be located in another regional office
? Use Knowledge base to investigate, diagnose and resolve incidents remotely
? Request and/or create knowledge articles in the knowledge base
? Meet Service Level Agreements and Continuous Improvement objectives
? Share knowledge openly and collaboratively
? Other tasks assigned by supervisor

Requirements;

? Microsoft technical certification in desktop administration or similar
? Atleast two years Service Desk support experience
? Strong customer service skills
? Knowledge of ITIL v3
? Logical approach to problem solving
? Self motivated Team player
? Patience and ability to remain calm under pressure
? Experience in the day to day support of:
• Printer Support
• Desktop Applications
• Desktop Administration
• Windows Support
• PC network and internet connectivity
• Windows Operating Systems
• Remote Access Tools
• Active Directory
• Microsft Exchange Administration
• SharePoint
• VIP Support

Service Desk Analyst - 6 Month Contract
Coventry

For more information about this role, please contact:

Andy Banks

andy.banks@interquestgroup.com
01442 509 072

See Andy Banks's jobs
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