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Service Desk Analyst - Out of Hours - 1st line IT Support

Global Technology Solutions Ltd

2020-01-15 11:56:00

salary: 14.00 British Pound . GBP Hourly

Job location Peterborough, Cambridgeshire, United Kingdom

Job type: contract

Job industry: I.T. & Communications

Job Contact: Gemma Pearce

Job description

Looking for experienced Call Centre/Service Desk Analysts to work in a busy inbound IT contact centre in Peterborough.

You will need to have a passion for the IT sector, with qualifications, or a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role.

Shifts - 12 hrs onsite, working 10.5 hrs from 20:00 to 08:00. 4 nights on and 4 nights off.

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!

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