Service Desk Analyst – 1st Line
1st Line Service Desk Analyst
GTS has a new permanent role for a Service Desk Analyst.This job based in Bracknell.
This post has a rotated shift pattern. Working between the hours of 06:00-22:00. However, some weekend working is needed. Hybrid working is avilable once the training period has ended.
The salary is £26,000 per annum plus a quarterly 5% bonus.
Firstly, provide first-class, multi-channel support for end-user incidents and service requests. You will need to maintain a high level of First Contact Resolution (FCR).
Secondly, collect and maintain accurate information and provide the data to end-user, IT Partners and 3rd Parties.
Also, ensure all contacts training is completed by the team.
Prioritise, analyse, diagnose or reassign incidents using the Knowledge Base.
In addition, you will need to understand and operate the escalations procedures.
Control incidents or service requests using the agreed incident management and request fulfillment processes. Also, ensure agreed SLA are met.
Compliance with the management of quality, risks, security, and procedures.
Contribute to Continual Service Improvement by identifying process upgrades and problem prevention.
Lastly, monitor and progress of incidents and service requests.
Firstly, 1 years experience in Service Desk Analyst role
Secondly, must work well under pressure.
Must be a good teamwork player but must be also able to work alone.
Good working knowledge in technical support for computers and Laptops.
Point Sale hardware, Operating Systems, and Networks would be helpful.
Pension, private medical and dental insurance.
The salary is £26,000 plus bonus.
If you have any questions about our roles, please contact GTS today.Back to Jobs