Global Technology Solutions

Job Details

1st line Service Desk Analyst - Out of Hours

Salary: £14 per hour

Start Date: Tue, 13th Oct 2020

Job Category:

Position Type:

Location: , Cambridgeshire

Vacancy Added On: Mon, 12th Oct 2020

Job Ref No: 4152a

Detailed Job Specification:

Out of Hours Service Desk Analyst - 1st line Support

Looking for experienced Call Centre / Service Desk Analysts to work in a busy inbound IT contact centre in Hampton, Peterborough.


You will ideally have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role.


Shifts - 10.5 paid hrs 20:00 to 08:00. 4 nights on and 4 nights off.


Contracts min 6 months.

Ideal Technology / experience:
Ivanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.

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.

• 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



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

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