Join Global Technology Solutions Ltd as an IT Service Desk Analyst in Hampton, Peterborough. This exciting 3-month contract opportunity offers a competitive hourly rate of £21.46, with the potential for long-term contracts and permanent opportunities.
About the Role
This dynamic role involves working on our Incident Management system, providing technical solutions to end-users within Service Level Agreements (SLAs). As an IT Service Desk Analyst, you will proactively update incident logs, communicate status updates to customers, and escalate incidents where necessary.
Key Responsibilities:
* 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.
Requirements:
* 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.
Salary: £21.46 per hour
Working Hours:
The role involves 4-on-4 off 12hr shifts, 11 hours paid, between 7am and 9pm, on a rota basis.