An exciting opportunity has arisen for an experienced Service Desk Analyst to work with a Housing Provider based in Oldham on an Temporary basis. Umbrella Rate: £17.28 Per Hour / PAYE Rate: £13.15 Per Hour Duties: Operate as a single point of contact for telephone, email, self-service portal and walk-ins from staff regarding IT incidents and service requests Provide a world-class customer experience with every interaction, resolving straightforward problems at first contact. Manage multiple job queues and third-party supplier calls, ensuring that specific types of incidents or requests are assigned to the appropriate individual, team or manager. Responsible for 1st line triage, investigation, resolution and ownership of Service Desk incidents throughout the incident lifecycle Responsible for updating of the ITSMF tool and provide support with the objective of restoring normal service as quickly as possible. Achieve continual service improvement for all functions associated with the Service Desk and IT support including the service catalogue, team knowledgebase, customer self-service portal and asset management database (AMDB). Facilitate the Major Incident procedure by providing communication to customers in preparation for planned work and unplanned outages. Administer a range of duties, including the starters, movers and leavers procedure, incorporating user administration and access management ensuring authorisation/access records are maintained in line with the organisations policies and procedures Experience Required: Proven experience as a Service Desk Analyst or similar technical role Excellent customer service skills. Working knowledge of Microsoft Windows operating systems and Microsoft Office applications. Working knowledge of end user hardware and peripherals. Basic understanding of computer networks (components, cabling and IP addressing). Managing basic Active Directory objects (users, security/distribution groups). Excellent prioritisation skills. Able to maintain good supplier relationships. Excellent oral and written communications