Service Desk Analyst X5

3 days ago

Chester, United Kingdom Pontoon Full time

IT Customer Service - 1st line service Desk Analyst
Chester
6-12 months contract
I am currently recruiting for a Service Desk Analyst for a high-profile Financial Services based in Chester.
This role is currently working from home with longer term plan to be hybrid, however the first 2 weeks you will be required in the office for training.
Working hours are Monday to Friday with a number of different shifts available between the hours of 7am and 7pm. There will be some weekend working (Every 1 in 6)
You will be responsible for carrying out the day to day tasks of the IT Service Desk function.
You will be taking calls and using the online chat platform, working with the internal bank employees, resolving their issues and answering IT queries.
As the Service Desk Analyst your role and responsibilities will be:

- Provide a consistent and customer focused approach when dealing with all user contacts
- Troubleshoot and provide first contact resolution where possible
- Log incidents with accurate and clear information including priority
- Direct incident routing to support teams and escalation where required
- Use and maintain existing processes and procedures towards achieving SLA
- Ensure training and development plans are maintained for your own personal development
If you have not received a response within a 48 hour period, please assume that you have been unsuccessful on this occasion.

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