Description
A fantastic opportunity for a Service Desk Analyst/1st Line Support to join our Glasgow based client on a 3 month contract basis.
Key Responsibilities:
First point of contact for all queries from both internal and external customers.
Call logging, diagnosing and logging customer calls either by phone, email or Support Online
Identify and carry out remote 'first time fixes' on a variety of network and software solutions. This are varied tasks from simple password change through to data restoration, printer, and software application rollout.
Process improvement - proactive involvement in the continued development of new and established procedures.
Service delivery - working with other service delivery teams to ensure that Service Level Agreement (SLA) targets are met.
Follow established processes to support the transition of customer, ensuring that relevant contractual information is captured on Service Desk systems.
Maintain a professional and effective working relationship with customers and work colleague
Working a rotating shift pattern including evenings and ad-hoc weekend.
Skills Required:
Proven customer service skills including a professional telephone manner
Excellent interpersonal skills
Effective Team player
Ability to strive under pressure
Good standard of written and verbal communication.
Able to capture information accurately, first time.
Keyboard proficiency and strong PC skills
Basic grasp of IT industry terminology (Microsoft and Google)
Familiarity with Windows Desktop and Server operating systems.
Solid personal time management
Organised and self-motivated.
Experience of working within a customer service environment
Knowledge of ITIL principles in an ICT Service Management environment
Ability to troubleshoot technical issues
Service Desk Analyst/1st Line Support
In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.
DGH Recruitment Limited acts as both an Employment Agency and Employment Business