Description
My Exeter based client is looking for a Service Desk Analyst to act as a point of contact for ICT related queries that are placed to the Customer Service Desk via telephone and email.
Job Title: 1st Line Service Desk Analyst
Rate: £85 -£95 per day (umbrella)
Location: Exeter, Devon
Duration: 6 months initially
Availability: ASAP
Main Responsibilities include but not limited to:
- 1st Line Support and resolve incoming IT support requests calls
- Answer calls and record details of fault
- Appropriately field requests that comes through to the service desk
- Maintain documentation and standards, collate and submit asset information
- Assess business impact of IT Incidents and accurately assign SLA and follow escalation procedures as directed
- Assign unresolved incidents to the correct internal support team
- Meet contact management and incident management SLA's and in providing accurate management information and reports
Qualifications & Experience Required
- Windows based application environment
- Configuration Management Database
- Active Directory
- Work under pressure on own or as part of a team
- Understanding of ITIL incident management process
If you are interested in this post and have previous experience within a similar support role, please apply with your CV ASAP.