Description
Venesky-Brown's client, a public sector organisation in Edinburgh, are currently looking to recruit 3x Service Desk Analysts for initial 3 month contracts, on a daily rate of £120/day inside IR35. The roles will be remote based initially.Responsibilities:
Respond to Priority 1 and Priority 2 telephone calls from customers within 5 rings of being assigned through the Mitel Contact Centre client.
Ensure customer telephone call duration does not exceed 5 minutes where possible.
Advise customers of current service issues.
Actively promote the use if iFix for logging faults and requests during telephone calls and ensure that the customer is guided through using iFix the portal.
Provide 1st line diagnosis and quick fix' resolutions where appropriate within the 5 minute call time frame. Beyond that, a ticket should be logged/assigned to the appropriate 1st or 2nd line team to progress.
BitLocker encryption recovery.
Active Directory account administration.
Data Access requests.
Mitel Telephony requests.
Supporting BlackBerry, Android and iOS on BES UEM.
Equitrac Secure Printing PIN support.
1st line support and resolution for issues including Skype for Business, Account profiles, Outlook OST and Remote Working.
Essential Skills:
Excellent customer care, communication skills and telephone manner
Excellent organisational skills
Experience of working with an IT Service Desk or similar ITIL support role
Experience of incident management and working with relevant ITSM tools.
Experience of troubleshooting Microsoft based operating systems with emphasis on Windows 7, 8 and 10 and Microsoft Office products.
Experience of supporting BlackBerry, Android and iOS devices (BlackBerry UEM)
Experience of supporting Bitlocker encryption
Experience of Active Directory - Users accounts and Groups
Desirable Skills:
Experience of supporting Mitel Telephony
ITIL Foundation qualified
Service Desk Institute - SDA qualified.
If you would like to hear more about this opportunity please get in touch.