Description
Service Desk Analyst - ServiceNow - Government - Outside IR35
Contract Work - Outside IR35
£200 per day
The Service Desk Analyst will provide a quality technical first-line service to all business users within the organisation. The role will be responsible for the recording of all incidents, service requests and requests for change (RFCs) that come to the Service Desk via phone or email, aiming to satisfactorily resolve 75% of incidents received, demonstrating an end-to-end customer service focused approach to call management.
The Service Desk will operate 24/7 therefore shift patterns will be required to be worked.This is on a rota basis so you MUST be flexible to do all,
1)
6am - 3pm
2pm - 11pm
10pm - 7am
2)
6am -3pm
9am - 6pm
2pm - 11pm
Responsibilities
- Work on the Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool.
- Communicate with user by phone, email and via Intranet
- Deliver a high standard of customer care, by taking ownership of incidents
- Take part in IT service improvement
- Provide technically accurate solutions to users and customers.
- Aim to resolve 75% of incidents at first point of contact (75% first time fix), with or without the aid of remote control software.
- Maintain the accuracy of the SMT and related databases by updating new user information, relocations etc.
- Update the Knowledgebase by adding articles and supplying new documentation where appropriate.
- Continuous communication with internal customers to provide updates on incident resolution
- Liaise directly with external maintenance suppliers
Skills and Experience
- Experience of working within a customer service environment, preferably within IT
- Good problem-solving aptitude and skills.
- A positive analytical attitude to support process and performance improvement.
- Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available.
- Experience of working with ServiceNow would be a massive benefit
Day rate £200 - Outside IR35
Starting October