Description
1st Line Service Desk Analyst - Northampton - 3-6 months (Outside IR35)
A Service Desk Technician's main responsibility is to provide a high level of customer service to the customer. This includes but is not limited to, updating the end user daily, making sure all tickets are accurately logged and kept up to date.
You should have an excellent technical knowledge on tickets that are frequently logged by customers. A Service Desk Technician should provide excellent customer service to end users. A Service Desk Technician should be able to understand the priority of incoming tickets and the SLA assigned to them.
Key responsibilities are as follows:
- Provide help and advice to customers using my clients products and services
- Efficiently manage your ticket queue by updating each ticket daily
- Communicate courteously at all times with customers by telephone, email and face to face
- Keep accurate records of discussions or correspondence with customers
- Ensure the service you provide aligned with the clients' SLAs and your own performance, meets the Key Performance Indicators (KPIs), as defined by the Technical Support Lead
- Produce written information for customers
- Follow feedback or complaints procedures for customers to use
- Keep updated about products, services, changes and technology
- Work as part of a team to handle incoming customer incidents
- React to alerts automatically generated when applicable to resolve networking and sever related problems
- Proactively seek solutions, online information and training to improve/accelerate your learning technically and in the industry sector
- Escalate issues you are unable to resolve appropriately and in a timely manner to the Technical Support Lead
- Managing incoming tickets logged by customers by following the unassigned process
- Provide assistance and help to other Service Desk team members on technical issues
Technologies:
- Active Directory
- Windows 7, 8 & 10
- Exchange
- Office 365