Description
Service Delivery Analyst ITIL, ISO 20000
Cathcart Associates are working on behalf of a market-leading agency to help find a Service Desk Analyst on a 3-month contract. You will work alongside the service desk manager to provide the highest level of service to a brand new project that is due to go live very soon.
As a Service Desk Engineer you will be the first point of contact for any customer queries via the phone or ticketing system giving them updates regularly throughout the life cycle of the issue. You will then aim to have a high first-time fix ratio and escalate issues that you are unable to solve.
The role will be remotely based to start off with and then when the office opens you will be expected to go in. The contract is initially for 3 months with a chance of extension.
Key Skills:
* Must know the different between structured service delivery and IT support
* Logging calls and requests - phone/ticketing system
* working on an ITIL based environment
* Escalate calls when appropriate
* Keeping customers updated on progress of issues
* Proactive management of active tickets
* ISO 20000
* Experience working in a busy service desk
* great communication skills
* Delivery of work on time
If you are intrested please call Lewis Black at Cathcart Associates.
IT Support/Service Desk/IT Engineer/IT Analyst/Service Support/2nd Line/1st line IT Administrator/Software Support/Application Support/Helpdesk Analyst