Description
Our client are seeking a 1st Line Service Desk Analyst to join their team based in Southampton.
The successful candidate must be able to work onsite in Southampton. This role will be a mixture between remote and office working.
Rate: Up to £175 p/day (Inside IR35 - via an umbrella company).
Length: 2.5 months (good chance of extensions) .
The Service Desk Analyst role is critical in providing exceptional service and technical support to our business colleagues.
Responsibilities
- Acting as the first point of contact for all CUK IT incidents and service requests.
- Receive, log, resolve or escalate IT incidents using ITSM system, following agreed procedures.
- To diagnose faults and service requests referring to 2nd and 3rd line support teams where necessary to resolve incidents.
- To provide triage as appropriate, ensuring incidents are resolved as quickly as possible or relevant information is captured and basic remedial action is completed.
- Liaise with team members and the Service Desk team leader to identify appropriate levels of escalation where necessary.
- Communicate courteously and effectively with non-IT and IT specialists alike to ensure service level standards are met successfully.
- Ensure IT incidents are routed to the appropriate service resolver group or external service provider and ensure ownership is established
- Identify service affecting trends and applies ITIL processes from incident to problem.
Knowledge/Experience - essential:
- Experience of working multi discipline, medium sized skilled IT Service Desk or service orientated role
- Must demonstrate ability to deliver outstanding service in a busy environment.
- Ability to document processes and carry out administration functions
Knowledge/Experience - desirable:
- Good understanding of Active Directory, Lotus Notes, Microsoft Office, Collaboration tools such as Zoom and Box, and a basic understanding of the Windows Operating System
- Incident, Problem and Request Fulfilment disciplines