1st Line Service Desk Analyst

Ref No. 23569
Posted 17 May 2022


Employment: Permanent

Job description

IntaPeople are working with a Global Technology Consulting firm who require an experienced Service Desk Analyst to join their team ASAP.

This role is based on a rotational shift pattern, working between the hours of 06:00-22:00, including some weekends.

This position will suit someone with great customer service skills with the ability to work well under pressure in a fast-paced environment. This includes providing technical support for Computers/Laptops, Point of Sale hardware, Operating Systems, Applications and Networks.

Key Responsibilities

  • Provide first class, multi-channel support for all end user incidents and service requests, maintaining a high level of First Contact Resolution (FCR) for all Incidents and Service Requests.
  • Collect and maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT Partners or 3rd Parties.
  • Ensure effective triaging is completed in the first instance for all contacts received.
  • Undertake prioritisation, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base.
  • Understand and proactively operate the escalations procedures
  • Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets
  • Ensure compliance with quality management, risk management, security policies and procedures.
  • Monitor the status and progress of incidents and service requests
  • Proactively contribute to Continual Service Improvement through identification of process improvements and problem prevention.

About you

  • 1-3 years experience in the same role
  • Proven ability to provide great customer service under pressure
  • Comfortable working in a busy office environment
  • Within commutable distance to Bracknell

Pay & Benefits

  • £24,000 - £26,000
  • 5% Bonus
  • Private health and Dentistry
  • Pension scheme

Please apply directly or reach out to m.westbrook@intapeople.com with further questions

*Due to a high number of applicants we won't be able to provide feedback to everyone*

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