Experienced Call Centre / Service Desk Analysts required to provide 1st line support for IT service desk incidents.
We are seeking a skilled professional to join our team, with a minimum of 1 year's experience working on a ticketed IT service desk in a level 1 role.
The ideal candidate will have experience with Ivanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service, Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, and Distribution lists.
Key responsibilities include:
* Answering incoming contacts from customers and accurately logging incidents
* Providing a single point of contact to customers and ensuring incidents are fully managed through to resolution
* 1st Line Support of Wintel / Retail and Hardware related incidents
* Accurately logging incidents and ensuring all relevant data is captured
* Regularly updating incidents logged on the Incident Management system and providing end users with a technical solution within Service Level Agreements
* Proactively keeping Customers informed on incident or request status and progress
* Escalating incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group
* Monitoring, progressing, and resolving incidents while ensuring customer satisfaction through proactive updates, frequent contact, and escalation where necessary
* Resolving >60% of incidents logged as a First Time Fix
Shifts are paid hours 20:00 to 08:00, with 4 nights on and 4 nights off. Hourly pay is £16.30. The contract is for 3 months, with extensions possible and potential for permanent employment in the future.