1st line Service Desk Analyst - Out of Hours - SC Cleared

Cambridgeshire  ‐ Onsite
This project has been archived and is not accepting more applications.
Browse open projects on our job board.

Description

SC Cleared Out of Hours Service Desk Analyst - 1st line Support

Looking for experienced Call Centre/Service Desk Analysts to work in a busy inbound IT contact centre in Hampton, Peterborough. You must hold live SC level clearance for this role.

You will ideally have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role.

Shifts - 10.5 paid hrs 20:00 to 08:00. 4 nights on and 4 nights off.

Contracts min 3 months, with a view to going perm.

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.

*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.
*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

If you have the above skills and experience please apply now!

Start date
ASAP
Duration
3 months - PERM
From
Global Technology Solutions Ltd
Published at
15.02.2020
Project ID:
1893987
Contract type
Freelance
To apply to this project you must log in.
Register