Service Desk Analyst

THIS ROLE IS WORKING FROM HOME, BUT MUST BE IN COMMUTABLE DISTANCE FOR LIVINGSTON FOR 1 X MONTHLY MEETINGS

Role involves oncall and supporting a 24x7x365 support service

Excellent career opportunities for someone who wants to build their career in IT.

The Company

Is a successful and dynamic IT Services and Consultancy organisation with a strong presence across the UK. They support customers in the commercial, public, and retail sectors across the UK.

The Role

You will be working as part of a UK service desk providing 1st line support for external customers with iT issues.

• You will provide a 1st fix, or elevate to 2nd/3rd line support as needed
• To provide initial technical support; answering support queries via phone, email and web.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Ability to troubleshoot level 1 incidents and if necessary log onto customer environment remotely (e.g. password reset, access to shares, desktop setup)
• Identify parts required for onsite engineer to complete job
• Identify engineer skill levels required for on-site visits
• Ability to pick up Remote Operations Alerts and via scripting resolve issue (may be no action to be taken, fix remotely, or pass to remote operations engineer)
• Understand and work to meeting customer SLAs
• Flag escalated issues to manager prior to customer escalation - To log and update all calls on the call management system.

The Successful Candidate

Ideally you should have some experience in Service desk/IT support

• Experience in customer service
• Drive to understand and solve problems
• A strong interest in building a career in IT
• The ability to work back shifts and oncall as part of your working pattern
• YOU MUST HOLD A VALID UK WORK VISA

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