IT Customer Support Ooh

1 month ago


Peterborough, United Kingdom Interaction Recruitment Full time

1st Line Service Desk Analyst - Out Of Hours position - Nights

I am working with a business in Peterborough who have recognised their teams and leaders within the business due to their service ability and leadership skills. My client can offer a long-term opportunity within technology, you will be at the forefront of serviceexcellence.

Due to new a new contract, I am seeking Service Desk Analyst to offer 1st line support to a variety of customers within a business to business team from the companys modern Peterborough offices. This role is for the OOH desk on a 4 on 4 off shift rotation.This shift is fixed hours of 8pm until 8am. Other shift patterns are available. This role will be based in their offices in Hampton.
Key responsibilities include;
- 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.
- Adhering to Incident management procedures.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
- Provide a point of technical escalation and expertise.
In anticipation of these needs, we are expecting interviews and start dates ASAP.



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