1st Line Service Desk Analyst

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Spring Technology's client, a public sector organisation, are currently looking to recruit a 1st Line Service Desk Analyst for an initial 8 month contract on a rate of £110-£120/day(inside of IR35) based in Dundee.

Responsibilities:

* First point of contact for requests from users, service desk colleagues and other Social Security staff. Recording and prioritising these in line with team procedures.

* Researches and provides relevant information to help resolve and allocate calls effectively.

* Acts as a translator of sometimes complex technical information between users and service providers.

* Communicate with customers throughout the life of their query, ensuring they are kept up to date and aware of the status of their call through to completion.

* Provide both practical help and relevant information to help resolve user requests.

* Within own area of competence and working closely with more senior colleagues, provides correct responses to requests for application support.

* Maintaining and reviewing records such as knowledge base, desk instructions, service request templates and procedures.

* Stakeholder engagement - highlighting any issues and communicating these from the business to relevant IT areas.

Requirements:

* Knowledge and experience of working within the ITIL Framework and a service desk environment.

* Good analysis and investigation skills.

* Good interpersonal and team working skills in a customer service type environment.

* ITIL v3 Foundation Certificate is highly advantageous.

* Experience of Jira Service Desk, Jira, Confluence would be advantageous.

If you would like to hear more about this opportunity please get in touch with Claire Lorden on 0131 524 9027 or send your CV through to [email protected]

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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