IT service desk analyst - Global Technology Solutions Ltd : Job Details

IT service desk analyst Location – ReadingPay - £130p/d inside ir35 through umbrella company Contract – 2-3 months rolling contract 

Hours- standard office hours, Monday - Friday 

Must have previous IT working experience (2-5 Years)

Required skills:-    Plenty of Customer service experience -    Previously worked as an IT analyst -    Active Directory-    Experience with Microsoft Word/Excel/PowerPoint/Outlook-    Being a great problem solver – thinking proactively in order to resolve incidents as quickly and smoothly as possible.-    Educated to GCSE Level or equivalent in Maths and English-    IT certificated desirable but not essential.-    Desired but not essential skills in vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.

Requirements: -    Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.-    Proactively keeping Customers informed on incident or request status and progress.-    Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.-    Adhering to Incident management procedures.-    Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.-    Keeping up to date with the current standard procedures.-    Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.-    Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager-    Escalate potential problem issues with Problem and Incident Management.-    Contributing to team meetings.