Description
Service Desk Analyst
Manchester
£15-19 per hour
My client based in Manchester is searching for an experienced Service Desk Analyst for an initial 2 week contract with an immediate start.
Key Responsibilities
- First line telephone and technical support - Logging incidents and service requests.
- Logging incidents and service requests.
- First line technical resolutions
- First line telephone calls transferred and outbound
- Monitoring new Incidents and requests via different solutions
- Resolving more complex incidents and service requests
- Completing administrative tasks (creating new accounts, file transfers)
- Escalating issues and where appropriate investigate and diagnose
- Act as central point of contact and monitor service requests to other teams and third party service providers
- Provide timely updates to service users on the status of outstanding calls
- Support the Know It All Bar
- Participate in the delivery of projects and tasks
- Operate customer satisfaction follow-up calls and surveys
- Create and maintain high quality, clear documentation of processes, procedures, policies, configuration standards and support guides
- Work on a rota basis to meet demand
Person Specific
- Knowledge of ITIL, with a good practical understanding of how the core ITIL functions (CM/IM/PM/RM and Configuration Management) interface and interact to collectively support IT and the Business.
- Experience of being part of one or many of the core ITIL functions, covering Service Desk, Change, Problem, Incident or Release Management, Applications Support and experience of problem solving.
- Experience of IT Service Operations, and how an IT installation works across 7.24.
- Knowledge of the relevant legislative framework and professional standards both within the ICT industry and in particular to a local authority.
- Experience of how a Service Desk (Help Desk) operates within an IT installation and managing and configuring LANDesk software.
- To work flexibly including out of hours and bank holidays as required to meet customer demand and potential incidents up-to a Major Incident.