Service Desk Analyst

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Reed Technology are currently recruiting for a Service Desk Analyst to join one of our clients within Central Birmingham (3 month contract).

The role itself will include, first point of call handling, escalating complex IT tickets/ issues up to the 2nd and 3rd line, resolving any IT related issues that can be dealt with in 1st line, as well as mobile and device management. A year of experience is ideal, but not fundamental.

Duties:

* To maintain a high degree of customer service for all support queries.

* To take ownership of user problems and be proactive when dealing with user issues, escalating when necessary.

* Prioritisation and management of workload and tasks, working within contractual Service Level Agreements

* IT Service Management Software being utilised for Incident Management of the devices

* To log all calls on the tickets logging system and maintain full documentation.

* Active Directory

* Experience with Windows 10 and Office 365. If interested, please apply for the role today!