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Service Desk Peterborough. This is an Out of Hours Service Desk Analyst job – 1st line Support

We are looking for experienced 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.

The rate is £10.5o per hour. The hours are from 20:00 to 08:00, with 4 nights on and 4 nights off. This is a contract job, with 6 months to start with.

A SNAPSHOT OF WHAT YOU WILL BE DOING:

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

HERE ARE A FEW OTHER JOBS THAT COULD BE OF INTEREST:

French Speaking Service Desk
Contract roles. Based in Peterborough. The start date is ASAP.

Service Desk / Call logger
£14-£15p per hour. Contract roles. Based in Peterborough. The start date is ASAP but a date can be agreed.

If you have the above skills and experience and are interested in our opportunity, please apply now.

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