Technical service desk analyst

Tech service desk role-

Technical service desk analyst
Location - Hampton, Peterborough
Pay - £14.84 per hour, after 3 months there will be an uplift to £15.44 per hour
Contract - 3 months with the development into extensions. Looking at long term employment
Hours -
Week 1- 06:00 - 14:30
Week 2 - 07:00 - 15:30
Week 3-6 - 08:30 - 17:00
Must have previous IT working experience and the ability to drive to another site once a month

Required skills:
- Plenty of Customer service experience
- Previously worked in a Call Centre
- Active Directory
- Experience with Microsoft Word/Excel/PowerPoint/Outlook
- Speaking/typing in English to a professional level.
- Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible.
- Educated to GCSE Level or equivalent in Maths and English
- IT certificated desirable but not essential.
- Desired but not essential skills in vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.

Requirements:
- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
- Proactively keeping Customers informed on incident or request status and progress.
- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
- Adhering to Incident management procedures.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- Keeping up to date with the current standard procedures.
- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
- Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager/Service Delivery Manager
- Escalate potential problem issues with Problem and Incident Management.
- Contributing to team meetings.