Temp - Hybrid Service Desk Analyst

2 days ago

Twickenham, United Kingdom Office Angels Full time

**Temporary Hybrid Service Desk Analyst**

**6- 8 Months**

**Salary**: £12 - £12.50 per hour

**Required**:Monday - Friday 9 - 5pm

**Location**: Twickenham

**Core responsibilities**:

- Logging incidents and service requests into the IT service management tool
- Setting the correct priority and severity to all requests
- Logging, responding and managing customer requests for the externally facing Management System all the way to resolution
- Assist in pre-release testing, providing feedback on success criteria for our externally facing services and products.
- Provide post-release support where necessary to external users. Assigning and escalating incidents and service requests to 2nd/3rd support team members and third parties.
- Providing regular feedback to users on the status of their issues including third party escalations.
- Assisting in maintaining the IT knowledgebase with detailed customer-facing documentation to a high standard, ensuring an increasing portion of tickets are resolved using the KB
- Managing the historical backlog of tickets making sure that the end user is communicated to at all times throughout the life cycle
- Managing information and general administration support for the IT service management tool, keeping all records up to date
- Ensuring all incidents and service requests adhere to SLAs and are recorded accurately against KPIs
- Ensuring all completed tickets are closed to the satisfaction of the requester.
- Undertaking such other duties as maybe required from time to time as are consistent with the responsibilities of the post and the needs of the business
- Previous experience in dealing with tickets in a fast pace environment
- Excellent verbal and written communication skills
- Confident nature, able to effectively manage own time and priorities
- Ability to communicate and work with all levels within an organisation
- Reliable and able to adapt to situations and excel under pressure

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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