1st Line Service Desk Analyst

Job type:
on-site
Start date:
ASAP
Duration:
3 months initially
From:
IDPP
Location:
Lancashire
Published at:
04/11/2021
Country:
flag_no United Kingdom
Project ID:
2087805

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A global managed service provider is seeking a 1st Line Service Desk Analyst to join their client's team at their Burnley site.

This role is onsite in Manchester and is INSIDE IR35.

The Role:

Who we are looking for

An enthusiastic, focused Service Desk Engineer with an eye for detail who is knowledgeable and has a genuine interest in all things PC and software related.

We are a technical Service Desk and our goal is to ensure that our employees have sufficient equipment and resources to perform their roles. You will take end to end ownership for incidents and escalate them where necessary to see them through to resolution. If you can fix it, great, if not, no need to worry, you will have all the support you need.

As we are a 24-hour business we have employees on site at all times and so we need our technical support to be on hand too. You will be covering a 24/7 shift pattern in this role.

The day to day work is interesting, challenging and fast paced amidst a hardworking and delivery focused company ethos. We hire people with a broad set of technical skills who are ready to tackle some of technology's greatest challenges.

Preferred skills and experience

  • Strong interpersonal and customer service skills.

  • Excellent analytical/troubleshooting skills.

  • Concise written and verbal communication skills.

  • Self-managed with ability to work unsupervised.

  • Quick to learn.

  • Commercial experience working in a service management function.

Main Responsibilities

  • Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the business.

  • Logging all tickets for incidents or requests that are reported.

    Ensuring that first line incidents are resolved quickly and efficiently.

  • Ensuring that second line incidents are investigated and promptly escalated where required.

  • Proactively managing open incidents, working with 2nd and 3rd line teams to gain the fastest resolution based on incident SLA.

  • Providing remote support and fixes.

  • Providing administrative support to ensure systems are maintained and escalating any resulting issues.

  • Maintaining and administering user accounts, ensuring users only have access to what they require in order to fulfil their roles.

Please attach your CV for immediate consideration.