IT Service Desk Analyst

4 days ago


Watford, United Kingdom Venn Group Full time

**IT Service Desk Analyst
Watford (hybrid)
£24.08 per hour (via an umbrella company)

**Duties**:

- Identify and carry out any immediate corrective action that can resolve or contain the issue directly.Using technical and problem solving skills to resolve 70-80% of all incoming calls
- Accurately record all call details onto the IT Service Management tool, making sure all customer details are checked and updated where necessary
- Monitor and escalate progress to the severity of the issue as appropriate
- Utilize diagnostic tools, FAQ’s and knowledge bases to aid in troubleshooting
- Co-ordinate the assignment of 2nd and 3rd line issues to the appropriate team for speedy
- resolution
- Recommend information for inclusion in the knowledge base
- Be able to offer general advice, points of contact and guidance on all available IT services
- Work with other members of the team on a rota basis to ensure the Service Desk is continually staffed during operational hours
- Maintain and record accurate customer contact details and other relevant documentation



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