SERVICE DESK ANALYST | PERMANENT | PORTSMOUTH | £26,000 | 5 DAYS ON-SITE
This role is an excellent opportunity for anyone with experience in providing IT Support on a ticket based system to join a growing organisation at an exciting time. Our client, a large IT Service Provider, are setting up a new support function for a large customer of theirs which will involve a ticket based reporting system which is why previous experience with a similar system will be vital to this role.
As this is a 24/7 support function, shifts will be split between day shift, late shift, and night shift so you will be required to work some late/night shifts.
* 5 days on-site
* Portsmouth
* £26,000 base with 15% bonus when required to cover late and night shifts.
Responsibilities:
1. Utilise customer provided tools to handle multi-channel contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
2. Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
3. Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
4. Understand and respond to feedback from ticket quality rev...