Service Desk Analyst - Out of Hours

Cambridgeshire  ‐ Onsite
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User Assistance Servicio al Cliente CompTIA A+ Customer Satisfaction File System Permissions Recruitment Information Technology Infrastructure Libraries (ITIL) Incident Management Technology Strategies Network Troubleshooting Microsoft Certified Systems Administrator (MCSA) Citrix Systems Venta al por Menor Service-Level Agreement Wintel Wi-Fi Technology Data/Record Logging Administrative Operations Servicenow


Location - Hampton, Peterborough
Pay - £16.30
Contract Duration - 3 months
You will ideally have a minimum of 6 months to 1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.
Shifts - 10.5 paid hrs (1.5hr break) 20:00 to 08:00. 4 nights on and 4 nights off.

- 1st Line Support of Wintel/Retail and Hardware related incidents
- Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
- Proactively keeping Customers informed on incident or request status and progress.
- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- You would mainly be providing a single point of contact to customers and insure that incidents are fully managed through to a resolution.

Ideal Experience:
- Ivanti,
- ServiceNow,
- O365 administration,
- AD,
- Comptia A+,
- Citrix,
- MFA,
- Customer service.
- Outlook,
- Folder file permissions,
- Wi-Fi/Network troubleshooting,
- Distribution lists.

If you think you're a suitable candidate, apply now!

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Global Technology Solutions is acting as an Employment Business in relation to this vacancy.

Start date
3 months
Global Technology Solutions Ltd
Published at
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