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Job Title

1st Line Service Desk Analyst 5337

Job Ref No



£150-160 per day

Start Date



Service Desk Analyst





IT Service Desk Analyst Jobs

IT Service Desk Analyst jobs in Reading. An exciting contract opportunity for a 1st Line Service Desk Analyst based in Reading has arisen on an initial 2 month contract.

This role is inside IR35, so is suitable for Umbrella Contractors only.

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. You will achieve this by following the agreed processes. You will provide first-line ticket resolution or escalation.

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Job Description:

Firstly, you will identify and apply the correct priority, SLAs, and category as well as capture a full detailed description of the issue. To achieve this you will utilise and update available Knowledge Bases. Prioritise the speed of resolution and customer satisfaction.

Where first-line cannot resolve a ticket, you will escalate in line with operating procedures. As a result, you will ensure that it is assigned to either 1st Line Support or, the correct resolution group. To achieve this, you will record clear, concise, and detailed information on the ticket. Effectively own and manage all tickets assigned to you to ensure resolution is achieved within SLA. As such, you will proactively monitor, review as well as chase outstanding tickets. This is to ensure that they are responded to promptly as well as meet agreed contractual service levels.

Also, ensure you keep the client fully updated throughout the lifecycle of each ticket. To support this, you will manage customer expectations to reduce escalations.
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.

Furthermore, you will ensure compliance with defined operating procedures, as well as maintain high standards of customer service. This is to facilitate an excellent customer experience.

Lastly, you will aim to meet all Global Service Desk standards and agreed response times. This will include all defined telephony and email service levels.

Skills and experience:

Firstly, minimum of 2 years experience as a Service Desk Analyst.
Expert knowledge of call management systems, preferably ServiceNow.
Good understanding of IT networks as well as 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 mindset.
Logical problem solver.
Excellent interpersonal skills with the ability to communicate with customers at all levels.
Finally, have excellent verbal and written communication skills.

If you have the listed skills and you have an interest in IT Service Desk Analyst jobs, please apply now!

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