Tech service desk role- Technical service desk analyst Location Hampton, Peterborough Pay - £14.84 per hour, after 3 months there will be an uplift to £15.44 per hour Contract 3 months with the development into extensions. Looking at long term employment Hours Week 1- 06:00 14:30 Week 2 - 07:00 15:30 Week 3-6 - 08:30 17:00 Must have previous IT working experience and the ability to drive to another site once a month Required skills: - Plenty of Customer service experience - Previously worked in a Call Centre - Active Directory - Experience with Microsoft Word/Excel/PowerPoint/Outlook - Speaking/typing in English to a professional level. - Being a great problem solver thinking proactively in order to resolve incidents as quickly and smoothly as possible. - Educated to GCSE Level or equivalent in Maths and English - IT certificated desirable but not essential. - Desired but not essential skills in vanti, ServiceNow, O365 administration, AD, Comptia A, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists. Requirements: - 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. - Adhering to Incident management procedures. - Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. - Keeping up to date with the current standard procedures. - Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan. - Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager - Escalate potential problem issues with Problem and Incident Management. - Contributing to team meetings.