Description
An urgent role has arisen for a x3 out of hour Service Desk Analysts to assist with a 3 month contract based in Peterborough.
Please note: This position will be working from 8pm till 8am on 4 days on 4 days off shift pattern.
The role itself will be answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.
Job Details:
- 1st Line Support of Wintel/Retail and Hardware related incidents.
- Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
- 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.
- Resolve >60% of incidents logged as a First Time Fix
- 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.
- Provide a point of technical escalation and expertise.
- Escalate potential service issues initially with Team Leader/Service Desk Manager/Service Delivery Manager
- Escalate potential problem issues with Problem and Incident Management.
- Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.
- Contributing to team meetings.
If this position sounds of interest, please apply and a member of the team will be in contact to progress your application,