SC Cleared Service Desk Analyst 5546
5546
£21.46
ASAP
Service Desk Analyst
Contract
Peterborough
We are looking for experienced SC Cleared Call Centre / Service Desk Analysts. This is an office-based role in Hampton, Peterborough.
Ideally, we are looking for 1-year + of experience working on a ticketed IT service desk in a level 1 role.
Hours: 4-on-4 off – 12hr shifts. 11 hours paid. Between 7am – 9pm. Rota basis.
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 calls from customers and to accurately log incidents. You will ensure all data is captured whilst logging the incident. You will provide a single point of contact to our customers and ensure you fully manage incidents 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 keep Customers informed on incidents.
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
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If you have the above skills and experience and are interested in our opportunity, please apply now.
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