Job Summary: SC Cleared Service Desk Analyst required for a long-term contract with the prospect of permanent opportunities. The role involves providing technical solutions to customers, escalating incidents, and maintaining knowledge and skills through client contact and training.
Key Responsibilities:
* Update incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
* Keep customers informed on incident or request status and progress.
* Escalate incidents where a first-time fix is not possible to 2nd line support or the relevant resolver group.
* Monitor, progress, and resolve incidents while ensuring customer satisfaction through proactive updates, frequent contact, and escalation where necessary.
* Keep up to date with current standard procedures.
* Proactively maintain and develop knowledge, skills, and experience through client contact, industry sources, formalized training, and development plans.
* Escalate potential service issues with Shift Leader/Team Leader/Service Desk Manager/Service Delivery Manager.
* Escalate potential problem issues with Problem and Incident Management.
* Contribute to team meetings.
Requirements:
* Plenty of customer service experience.
* Previously worked in a call centre.
* Active Directory experience.
* Experience with Microsoft Word, Excel, PowerPoint, and Outlook.
* Proficient in English to a professional level.
* Great problem-solving skills, thinking proactively to resolve incidents quickly and smoothly.
* Educated to GCSE level or equivalent in Maths and English.
* IT certification desirable but not essential.
* Desirable skills in Vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, customer service, Outlook, folder file permissions, Wi-Fi/Network troubleshooting, and distribution lists.
Working Hours: 4-on-4 off 12hr shifts, 11 hours paid, between 7am and 9pm, on a rota basis.