1st line IT Support Analyst
Global Technology Solutions Ltd
salary: 13.00 British Pound . GBP Hourly
Hampton, Cambridgeshire, United Kingdom
Job type: all
Job industry: I.T. & Communications
Job Contact: Gemma Pearce
We have a fantastic opportunity for experienced Call Centre/Service Desk Analysts in the Hampton, Peterborough.
You will need to have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role. Ideally with an interest in Network and relevant qualifications.
Various Shifts. Including weekends on a 1 in 8 rota basis. 7.5 hour shifts. Hours 07:00 - 21:00 and will include a Saturday and Sunday shifts which are 1 in every 5 - 37.5 hours per week.
Contracts min 3 months, with a view to going perm.
Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.
*1st Line Support of Wintel/Retail and Hardware related incidents.
*Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
*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.
*Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
*Resolve >60% of incidents logged as a First Time Fix
If you have the above skills and experience please apply now!