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

Tech service desk role-

Technical service desk analyst Location – Hampton, PeterboroughPay - £14.84 per hour, after 3 months there will be an uplift to £15.44 per hour Contract – 3 months with the development into extensions. Looking at long term employmentHours – Week 1- 06:00 – 14:30 Week 2 - 07:00 – 15:30Week 3-6 - 08:30 – 17:00Must have previous IT working experience and the ability to drive to another site once a month 

Required skills:-    Plenty of Customer service experience -    Previously worked in a Call Centre -    Active Directory-    Experience with Microsoft Word/Excel/PowerPoint/Outlook-    Speaking/typing in English to a professional level.-    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.