Service Desk Analyst

1 day ago


Newcastle Upon Tyne, United Kingdom NRG Full time

Temporary Service Desk Analyst - 37 hours per week**
Start date: ASAP - 4 months

Hours: Applicants ideally need to be flexible across Monday - Sunday and be able to commit to shifts between:
**3pm/4pm until 11.00pm across Monday - Friday**

**Weekend working consists of 8.00am - 10.00pm**

37 hours per week in total

£10.56 per hour

This role would suit someone who has a good blend of hardware and software experience along with exceptional customer service skills. Applicants with experience of working night shift would be desirable.

**Key Skills**:

- IT Support/Helpdesk experience (1st Line Support)
- Excellent telephone manner and customer service skills

**General Duties and Responsibilities**:
The Service Desk Analyst is a member of a busy team providing out-of-hours first line support.

You will be required to:

- Contribute to the provision of a professional support service by ensuring high levels of customer satisfaction and by responding positively to feedback.
- Support the needs and expectations of relevant stakeholders by following standard processes, procedures and practices as appropriate. Contribute to the development of a collaborative, collegiate and inclusive culture, which includes sharing informationand good practice with others.
- Work cooperatively and maintain effective relationships with others, internally and externally, as appropriate to own area of responsibility. Develop and maintain a good working knowledge of own area of responsibility.
- Demonstrate a flexible attitude to change to support and to meet existing and future needs.

**Specific Duties and Responsibilities**:

- Logging all enquiries and requests, following predefined processes and troubleshooting problems using technical knowledge, accurately documenting actions and recording solutions
- Resolving routine IT, Telecoms and other general enquiries at initial point of contact including those relating to:

- information about services
- wireless connectivity, telephone and voice mail usage
- Ensuring the resolution of more complex enquiries by:

- escalation to second line support teams
- informing the Service Delivery Supervisor of problems such as emerging major incidents keeping the customer informed throughout the resolution process
- Follow scripted procedures for restarting services and escalation of incidents where appropriate
- Providing a high level of customer service through excellent verbal and written communication
- Participating in training sessions and familiarisation with self-paced learning materials
- Keeping abreast of developments in services as well as maintaining and updating computer-related skills



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