Service Desk Analyst

Warwickshire  ‐ Onsite
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Keywords

Description

Service Desk Analyst
Location: Stratford upon Avon
Duration 3 months
Rate: Up to £120 per day

My financial services client requires an experienced Service Desk Analyst - This is a customer focused role, with primary responsibility for 1st line support for incidents across the organisations estate. It is important that the applicant will have a mixed range of skills, to support the wide range of incidents reported across the group.

The successful candidate should have:
* Proven experience in a busy customer focused environment
* Excellent telephone manner with proven ability in customer service techniques
* ideally experience using/supporting a range of insurance related and business applications
* IT desktop support which should include MS Office and Lotus Notes
* Demonstrable problem solving skills with the ability to look beyond the obvious
* Computer literacy in MS Products
* minimum of 5 GCSE's at grade C or above including Maths and English Language and ideally have obtained ITIL Foundation.

IT Service Delivery provides support for both PC desktop and bespoke applications across the group. The department supports over 7,000 users and is the primary interface for all IT support.

The role will involve:
* Provision of 1st line support for all applications and technical infrastructure
* Logging and classification of incidents
* Investigation and diagnosis of incidents
* Logging and progressing Service Requests
* Ownership of tickets
* Regular communication with end-users both written and verbal
* Proactive monitoring of incidents ensuring timely escalation, resolution and incident closure
* Creation of support documentation
* Liaison with suppliers, service groups and customers to ensure that agreed service levels are met

Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.

Start date
ASAP
Duration
3 months
From
Certes Computing Ltd (Birmingham)
Published at
22.10.2014
Project ID:
795158
Contract type
Freelance
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