Description
Service Desk Analyst - £140 - £155 per day (Inside IR35) - 3 - 6 Month Contract - Fully Remote
My key client our currently seeking experienced Service Desk Analysts to join their team and help out with added workload after taking on a number of new projects.
Service Desk Analyst Key Responsibilities:
- Handle all telephone calls, emails, self-service and personal visits
- Ensure all incidents & service requests reported are logged in the IT Service Management Tool.
- Undertake initial diagnosis, categorisation and prioritization of all incidents and service requests and perform first line resolution where applicable.
- Escalate unresolved incidents to internal resolver teams and 3rd party suppliers.
- Responsible for keeping end customers notified and informed on the status and progress of incidents and requests in a timely manner.
- Proactively monitor ticket queues within ServiceNow to ensure all tickets are updated and resolved within the defined SLA, and ensure the Service Desk Team Leader is notified of SLA failures.
- Ensure that a high level of customer service is consistently delivered.
- Publish knowledge articles and other documentation/procedures and provide staff training if required.
- Adhere to Service Desk code of conduct, processes and procedures
- Perform IT task such as raising orders and receipting goods.
- Any other tasks assigned by the Service Desk Team Leader or Service Delivery Managers
As a professional company we gladly welcome applications from persons of any age and background and do not intend to discriminate with advert text and terminology.