IT Service Desk Analyst

1 month ago

Peterborough Cambridgeshire, United Kingdom Global Technology Solutions Ltd. Full time

Out of Hours Service Desk Analyst - 1st line Support
Looking for experienced Call Centre / Service Desk Analysts

You will ideally have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role.

Shifts - 10.4 nights on and 4 nights off.

Hourly pay - £16.3 month contract - extensions - could go perm in the future

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 contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. 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.
• Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
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