2nd Line Service Desk Analyst 1901
160-180 a day
2nd Line Service Desk Analyst
Are you searching for a Second Line Service Desk Analyst job? If you are GTS has lots of great job openings in Reading, why not contact GTS to find out more.
An exciting contract opportunity for a 2nd Line Service Desk Analyst based in Reading. An extension may be possible following the 3-month contract.
This is inside IR35 but is a site-based contract role. As a result, this role is suited to umbrella contractors only.
The hours are Monday to Friday from 9am to 5:30pm
Working as a Service Desk Analyst you will receive, scope, and accurately log customer requests. Following that, you will process each resulting ticket by conducting fault analysis and diagnosis,vetting and providing technical support. Ultimately, you will provide first-line ticket resolution or escalation.
Firstly, you will identify and apply the correct priority, SLA, and category as well as capture a full detailed description of the issue. To achieve this you will utilise and update available Knowledge Bases. Ultimately, this will maximise the speed of resolution and improve customer satisfaction.
Secondly, when 1st line doesn’t resolve the tickets, escalate in line with operating procedures. As a result, you will ensure that it is assigned to either 2nd Line Support or, the correct resolution group. To achieve this, you will record clear, concise, and detailed information on the ticket.
To support this, you will effectively own and manage all tickets assigned to you to ensure resolution is achieved within SLA. As such, you will pro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly. This means you will meet agreed contractual service levels.
Thirdly, you will ensure you are fully updating the customer or user throughout the lifecycle of each ticket, As a result, you will manage customer expectations and reduce escalations.
Additionally, you will ensure that all activities are added to call management toolsets, as well as any customer databases. This may include any chases or follow-ups from telephone calls and emails.
Vitally, you will ensure compliance with defined operating procedures and maintain high standards of customer service to facilitate an excellent customer experience.
Lastly, you will meet all Global Service Desk standards and agreed response times. This will include all defined telephony and email service levels.
Minimum of 2 years experience as a Service Desk Analyst.
Expert knowledge of call management systems, preferably ServiceNow.
Good understanding of IT networks & IT fundamentals.
CompTIA A+ and/or MCP accreditation, or equivalent job experience.
Excellent proficiency in MS Office Products
Self-motivated with a willingness to learn
Ability to adapt to change.
Detailed and methodical.
Logical problem solver.
Excellent interpersonal skills with the ability to communicate with customers at all levels
Superb verbal and written communication skills.
If you have the experience set out above but have questions about this role, call GTS on 01264 326419.
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Do you want to know more about IR35? Because if you do, you may find this IR35 information useful.Back to Jobs