Service Desk Analyst - Reading - 6 Months - £130/£160 Per Day

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Service Desk Analyst - Reading - 6 Months - £130/£160 Per Day Service Desk Analyst - Reading - 6 Months - £130/£160 Per Day The work location is based in Reading on a 6 month contact duration. Pay rate is between £130 - £160 per day KEY RESULTS/ACCOUNTABILITIESManage and ensure resolution of the wide variety of IT/technology related telephone calls, emails, walkups and other enquiries coming into the IT Service Desk.Provide first-line, customer focused, support and resolution of assigned queries within the agreed service levels.Provide hardware support for laptops, mobile devices and peripherals, and software support for a wide variety of applications.Collaborate across the UK/I IT team to ensure query resolution.Ensure issues are tracked and updates are provided to the customer on a regular basis to keep the customer updated.Take personal ownership to ensure that support queries are validated, entered, prioritised and escalated into the IT Service Management system.Undertake PC hardware, mobile and software installations where required to agreed standards.Monitor and respond to systems-based triggers and global alerts; proactively evaluating user impacts and initiating communications and/or issue resolution as appropriate.Interact with users in an enabling and educating way - increasing their technology know-how, confidence and understanding of future options for self-reliance/self-service ("teach people to fish").Participate in continuous improvement, advising the Service Operations Manager if there are areas where the service could be improved.Be a proactive Service Desk team-player, supporting colleagues and contributing ideas for how the whole team can continuously improve the service provided, e.g. sharing knowledge/insights, noticing repeat issues, suggesting processes improvements. Key Skills2-3 years previous work experience, either in an IT or customer service environment is essential.Experience of dealing with a wide-range of customers (technical and non-technical and varying senior levels) on the telephone and/or in person is also essentialExperienced working in a team environment with a high amount of collaborationGood experience with IT Service Management systemsStrong previous experience of successfully building customer relationships, confidence and trust.Demonstrates a strong track record of achieving goals successfully and pushes self to achieve positive results.Good knowledge of Windows Operating Systems and Microsoft Office and a good understanding of hardware. Good IT skills are required to use the IT Service Desk & supporting systems. If you are relevant or interested don't delay, contact me on 0161 924 1416 or email me at