Service Desk Analyst
Pertemps Managed Solutions
cardiff,Wales,UK
6d ago

Service Desk Analyst

Pertemps Managed Solutions are recruiting a Service Desk Analyst to provide first line support as a single point of contact for our client.

Call will involve a range of technical problems and the postholder will work as part of a team acting as a gateway to high level technical services.

  • The Service Desk Analyst's main responsibilities will include;
  • Responsible for providing efficient and effective triage and solutions to a range of technical problems (incidents) and requests.
  • Own and manage incidents and requests where further information is required from staff as part of triage, conducting chase communications to staff where required.
  • Take direction from incident managers during incidents and / or major ICT incidents, working closely with them to collect detail that allows them to maintain robust engagement with stakeholders.
  • Assess when to escalate issues to service desk team leader, where the issue is novel or in need of second line support at the desk.
  • To be considered for the Service Desk Analyst you should have the following skills and experience;
  • High level of technical expertise and skills including detailed knowledge of desktop technology.
  • Certifications / qualifications or working towards ITIL Foundation
  • Degree in ICT, or equivalent
  • Good verbal and written communication skills, comfortable and confident in dealing with challenging situations / individuals and a clear commitment to delivering excellent customer service
  • Familiarity with the concepts of system administration; creating, modifying and troubleshooting accounts, and confidence in using all forms of ICT.
  • Our client has offices based in Cardiff and Bangor, and although the successful candidate will be working from home, candidates must be able to commute to one of the above offices if required.

    The client is offering £25,800 pro rata PAYE salary and the contract will run until the end of March 2021.

    To be considered for this position, please submit your CV using the apply button.

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