Description
Venesky-Brown's client, a public sector organisation based in Edinburgh, are currently looking to recruit a Service Desk Analyst for an initial 3 month contract on a rate of £/day (inside of IR35).
Responsibilities:
- Respond to Priority 1 and Priority 2 telephone calls from customers within 5 rings of being assigned through the Mitel Contact Centre client.
- Ensure customer telephone call duration does not exceed 5 minutes where possible.
- Actively promote and if necessary guide customers through the use of the organisation's Password Manager during password telephone calls and ensure that SPM is used.
- Advise customers of current service issues.
- Actively promote the use if iFix for logging faults and requests during telephone calls and ensure that the customer is guided through using iFix the portal.
- Provide 1st line diagnosis and quick fix' resolutions where appropriate within the 5 minute call time frame. Beyond that, a ticket should be logged/assigned to the appropriate 1st or 2nd line team to progress.
Requirements:
- Excellent customer care, communication skills and telephone manner. (Successful candidates are expected to display a sound command of written and spoken English).
- Excellent organisational skills.
- Experience of working with an IT Service Desk or similar ITIL support role.
- Experience of incident management and working with relevant ITSM tools.
- Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 7, 8 and 10 and Microsoft Office products.
- Experience of supporting BlackBerry, Android and iOS devices (BlackBerry UEM).
- Experience of supporting Bitlocker encryption.
- Experience of Active Directory - Users accounts and Groups.
Desirable Skills:
- Experience of supporting Mitel Telephony
- ITIL Foundation qualified
- Service Desk Institute - SDA qualified.
If you would like to hear more about this opportunity please get in touch.