Service Desk Analyst

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My client in Peterborough is looking for an Out of Hours Service Desk Analyst for an initial 6 month contract with the potential to extend.

The shift pattern is 8pm - 8am ( 4 nights on and 4 nights off )

This is a unique opportunity as we are offering to sponsor candidates through an SC clearance for this role.

Responsible For:

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.

Main purpose:

*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.

*Adhering to Incident management procedures.

*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

*Keeping up to date with the current standard procedures.

*Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

*Provide a point of technical escalation and expertise.

*Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager

*Escalate potential problem issues with Problem and Incident Management.

*Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

*Contributing to team meetings.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.