Technical Service Desk Analyst - Contingency Support
Global Technology Solutions
Cambridgeshire
2d ago

Detailed Job Specification

Technical Service Desk Analysts required to join a busy inbound IT contact centre in Peterborough.

Desk covered 07 : 00 - 18 : 00. Monday to Saturday with Thursday being 07 : 00 - 20 : 00.

Also, required 9-5.30 Monday to Friday, but this can be subject to change based on customer needs. 37.5 hrs 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 IT incidents.
  • Must have excellent Customer Service and Troubleshooting Skills.
  • Active Directory and Exchange experience a must.
  • 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.
  • If you have the above skills and experience please apply now!

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