1st Line Support

23 hours ago

Salford Greater Manchester, United Kingdom Stelvio Group Full time

IT Service Desk Analyst (Contract) Duration is 3 months initially (Likely to extend)
We are seeking an experienced 1st line service desk support analyst to join our newly created internal IT Service Desk team providing 1st Line IT support to our end-users.

With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our IT Service Desk Team.

You will play a crucial role in providing technical assistance and support to end-users, ensuring smooth and efficient operation of their computer systems and applications. You will be responsible for diagnosing and resolving hardware and software issues, servicing IT requests and ensuring IT processes and polices are adhered to and escalating more complex problems when necessary whilst delivering exceptional customer service to our internal users."

Technical Support - Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and troubleshoot hardware, software, and network-related issues. Incident Management - Log and track incidents in the service desk ticketing system. Ensure timely resolution of issues and adherence to service level agreements (SLAs).

Requests & Starter / Leaver Management – Log and track requests in the service desk ticketing system. Customer Service - Deliver excellent customer service by actively listening to users and empathizing with their concerns. Provide user training and support for various applications and technologies.

Collaboration : - Collaborate with other IT teams and Service Providers to resolve complex technical issues. Problem Management - Monitor and report on recurring issues to help identify root causes and prevent future incidents. Technical, Training and Skill Levels:

Proficient in troubleshooting Windows operating system. Familiarity with M365, Active Directory, and basic networking concepts. Knowledge of remote desktop tools and IT Service Management tools.

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