IT Service Desk Analyst
Remote/Liverpool (on site once a week)
6 months
£150 per day (Inside IR35)
An IT Services Analyst is required for our client based in Liverpool. Following the Hybrid working policy, you'll provide assistance with various client-facing software. Working on the IT Client Services team, you will record and resolve support incidents/service requests when received and escalate issues to appropriate teams, whilst ensuring that the IT Client Services team are operating within defined KPI and SLA targets.
Accountabilities:
Providing customer centred support.
To provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements.
Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites.
Ensure regular ticket updates to manage customer expectations.
Ensure timely call resolution with agreement from the client.
Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating.
Provide first point of contact for any escalation for users throughout the business and external clients.
Effective Queue Management and Triage aligned to agreed KPI's.
Multi skilled in other areas of administrative support.
Provide effective communication and collaboration through teamwork by sharing...