Address
Form of workJob Title:Service Desk Analyst – Out of Hours
Employer:Global Technology Solutions Ltd
Location: Cambridgeshire, United Kingdom
Salary:
Employment Type: Contract
Reference Number: JS-4152 R
Job Details:
Out of HoursService Desk Analyst – 1st line Support
Looking for experienced Call Centre/Service Desk Analysts
Office onsite based in Hampton, Peterborough.
You will ideally have a minimum of 1 years experience working on a ticketed IT Service Desk in a level 1 role.
Shifts – 10.5 paid hrs 20:00 to 08:00. 4 nights on and 4 nights off.
Contracts min 3 months + Extensions and onto a permanent role.
Ideal Technology/experience:
Ivanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.
Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.
* 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.
* Resolve >60% of incidents logged as a First Time Fix
If you have the above skills and experience please apply now!
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Global Technology Solutions is acting as an Employment Business in relation to this vacancy
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