Address
Form of work
SalaryIT Service Desk, 1st Line support, IT Helpdesk
A Service Desk Analyst is required for our client based in Rochdale, for an initial 3-month contract (potential to extend). Initially full time on site for training and then working in a hybrid capacity, 1-2 days per week on site.
The hours are on a rota basis 8am - 4.23pm and 9.23am - 5.30pm, Monday - Friday only.
Our client is looking for a candidate who has superb customer service, who is either working in a customer service environment with a thirst for IT and wanting to get into this role or someone who already has IT Service Desk experience. You will need to have the ability to pick up the role quickly, be enthusiastic, committed to punctuality in every aspect of your work.
Principal Duties
- Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT).
- Perform accurate assessment of calls, performing fit time fix where possible.
- Provide solutions to users and customers.
- Aim to resolve 75% of incidents at first point of contact (75% first time fix)
- Allocate unresolved incidents to the correct section of ICT services, ensuring accurate and sufficient problem determination has been attempted at first point of contact.
- Provide feedback on progress to users at regular intervals, particularly at incident resolution and closure.
