Service Desk Analyst - Out of Hours - 1st line IT Support
Global Technology Solutions Ltd
salary: 14.00 British Pound . GBP Hourly
Peterborough, Cambridgeshire, United Kingdom
Job type: contract
Job industry: I.T. & Communications
Job Contact: Gemma Pearce
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!