First Line Service Desk/ Call Logger/ Helpdesk

5 days ago

Slough, United Kingdom Global Technology Solutions Ltd Full time

We have an exciting opportunity for a 1st Line Service Desk/Helpdesk Analyst to join a well established organisation, based at their prestigious offices in Colnbrook.
This is for an initial 12 months fixed term contract. However, is likely to convert to permanent.
This role will have shift work and some out-of-hours work. Shifts are 8-4:30pm or 9-5:30pm. There will be a payment of £170 per week for OOH work.
As a 1st Line Service Desk/Helpdesk Analyst, you will be responsible for receiving and logging all 1st line technical queries and requests from internal, external, direct, and indirect customers. To achieve this, you will use the internal service managementtool.
A SNAPSHOT OF WHAT YOU WILL BE DOING:
Firstly, you will take first line calls from ESS user's into the Helpdesk, and log all tickets on the incident management system. Crucially, you will ensure that tickets are accurately reported and updated until resolution.
Secondly, you will provide IT support and so, will endeavour to resolve issues over the phone within agreed SLA. To achieve this, you will correct use ESS tools. Where a first time fix is not achievable, you will escalate to second line support, or to the appropriateresolver group.
Thirdly, you will actively monitor the status of all assigned tickets and escalate any that are either potentially or actually outside of SLA.
Crucially, you will regularly keep all customers informed on the progress investigations and projected fix time.
Additionally, you will capture all data in a methodical manner, as well as validate the information provided. For instance, you will ensure system checks are made so the customer is advised of any restrictions or required additional information.
Finally, you will provide out of hours support on a rota basis, including Bank Holiday. As a result, approximately 1 week in 7.
IDEALLY, WE ARE LOOKING FOR THE BELOW KEY SKILLS, EXPERIENCE AND ATTRIBUTES:
Minimum of one years experience working in an IT Helpdesk
Excellent communications skills across all levels. This will include both technical and non-technical staff.
Proven Customer Service skills ,with experience of resolving difficult complex customer issues.
Ability to instil confidence.
Professional attitude and demeanour.
Team Player
Ability to work with minimum supervision and direction.
If you are interested but have questions about this role, why not contact GTS on.
Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.

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