Out of hours Service Desk/ Call Centre Analyst

2 weeks ago

Peterborough, United Kingdom Global Technology Solutions Ltd. Full time

Out of Hours Service Desk Analyst - 1st line Support


Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.

Applicants must live no more than 50 mins drive from Peterborough

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 - 10.5 paid hrs 20:00 to 08:00. 4 nights on and 4 nights off.

Hourly pay - £16.30

3 month contract - extensions - could go perm in the future

Ideal Technology / experience:

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. To provide a single point of contact to our customers and to ensure that incidents are fully managed 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 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.

• 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

If you have the above skills and experience please apply now

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