Global Technology Solutions

Job Details

Service Desk Analyst - Level 1

Salary: £13 per h

Start Date: Tue, 20th Feb 2018

Job Category:

Position Type:

Location: , Northamptonshire

Vacancy Added On: Wed, 31st Jan 2018

Job Ref No: 3013

Detailed Job Specification:

A fantastic opportunity has arisen for an experienced Service Desk Analyst to join a well establish organisation in Peterborough. We are Looking for multiple candidates to start in January. 

Various Shifts Available. All shifts are 4 on 4 off and include weekends on a 1 in 8 rota basis. Hours 0700-2030 - 37.5 hours per week, or OOH shifts between 2000-0800. 

Contracts min 3 months, with a view to going perm. 

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution. 

• 1st Line Support of Wintel / Retail and Hardware related incidents. 
• Accurately log incidents and ensure all relevant data is captured whilst logging the incident. 
• 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. 
• Resolve >60% of incidents logged as a First Time Fix 
• 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. 
• Provide a point of technical escalation and expertise. 
• Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager 
• Escalate potential problem issues with Problem and Incident Management. 
• Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork. 
• Contributing to team meetings. 
• Educated to GCSE level or equivalent in Maths and English. 
• Good knowledge of IT platforms, equipment and applications. 
• Proven Customer service skills 
• Up to 6 months’ experience as an analyst within a similar environment 
• Industry recognised qualifications in relevant area is desirable (i.e. MCP) 

• Up to 6 months remote support experience of 
o Windows Operating Systems (Essential) 
o Citrix (Desirable) 
o Cisco Telephony Systems (Desirable) 
o Hardware troubleshooting of both desktop and server hardware. (Desirable) 
o Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc (Desirable) 
• Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable) 
• Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable 
• Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable. 

• Positive, enthusiastic and supportive individual. 
• Effective communication skills. 
• Ability to take ownership of and progress incidents to resolution. 
• Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner. 
• Ability to work under pressure and apply existing knowledge to unknown areas. 
• Ability to work in a team and to support team members. 
• Structured troubleshooting skills and inquisitive nature. 
• Passionate, professional, with a ‘can-do’ attitude at all times 
• Proactive thinking 
• Problem management and Problem solving 

If you have the above skills and experience please apply now! 


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