IT Service Desk Analyst
2 weeks ago
**Job title**: IT Service Desk Analyst / 1st Line Support Analyst
**Day rate**:£150-170 per day (Outside IR35 / Limited company)
**Duration**:2 months initially
**Working hours**: 8am-4pm or 9am-5pm
**Location: **Hybrid working - office based in Worthing, West Sussex
**ROLE**
We are searching for an IT Service Desk Analyst / 1st Line Support Analyst who can provide technical support over the telephone for a large Microsoft userbase and is happy to work in a hybrid capacity (WFH / Home and Office based).
We are ideally looking for an experienced IT Service Desk Analyst / 1st Line Support Analyst who possesses excellent customer service skills & communication, and is comfortable working in a structured support environment, ideally ITIL.
We are able to engage with Limited Company/Outside IR35 or umbrella contractors (contractor can choose).
**DUTIES & RESPONSIBILITIES**:
- Maintain a customer-focused approach, delivering superb value to the customer base
- Provide excellent customer service at all times; offering empathy and patience to the users
- Take accountability and ownership for all assigned issues
- Answer telephone calls in a professional, confident and timely manner, with a strong focus on first-time fixes
- Contribute to the continual service improvement culture
- Adhere to strict SLAs & KPIs
- Complete online ticket requests with a high level of diligence
- Respond to user requests and assist and teach users where appropriate
- Perform troubleshooting and fault diagnostics
- Perform basic IT system administration tasks
- Escalate incidents to different resolver groups
**COMPETENCIES**:
- Telephone support experience
- Excellent customer service
- Strong communication skills
- A team player who is self-motivated, enthusiastic, and keen to learn
- Diligent with good time management skills and the ability to prioritise tasks
- Proactive approach to work, with a positive and flexible attitude
- Happy to learn new things, e.g. ITIL
**NICE TO HAVE**:
- Able to resolve 1st line issues in a Microsoft environment
- Competent at fixing PC & Laptop hardware
- Basic networking and general fault diagnosis
- Previous experience as an IT Service Desk Analyst / 1st Line Support Analyst / Desktop Support Engineer / Technical Support Analyst etc.
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