Service Desk Analyst

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Service Desk AnalystManchester£15-19 per hourMy client based in Manchester is searching for an experienced Service Desk Analyst for an initial month contract with an immediate start.Key Responsibilities

* First line telephone and technical support - Logging incidents and service requests.

* Logging incidents and service requests.

* First line technical resolutions

* First line telephone calls transferred and outbound

* Monitoring new Incidents and requests via different solutions

* Resolving more complex incidents and service requests

* Completing administrative tasks (creating new accounts, file transfers)

* Escalating issues and where appropriate investigate and diagnose

* Act as central point of contact and monitor service requests to other teams and third party service providers

* Provide timely updates to service users on the status of outstanding calls

* Support the Know It All Bar

* Participate in the delivery of projects and tasks

* Operate customer satisfaction follow-up calls and surveys

* Create and maintain high quality, clear documentation of processes, procedures, policies, configuration standards and support guides

* Work on a rota basis to meet demandPerson Specific* Knowledge of ITIL, with a good practical understanding of how the core ITIL functions (CM / IM / PM / RM and Configuration Management) interface and interact to collectively support IT and the Business.

* Experience of being part of one or many of the core ITIL functions, covering Service Desk, Change, Problem, Incident or Release Management, Applications Support and experience of problem solving.

* Experience of IT Service Operations, and how an IT installation works across 7 *24.

* Knowledge of the relevant legislative framework and professional standards both within the ICT industry and in particular to a local authority.

* Experience of how a Service Desk (Help Desk) operates within an IT installation and managing and configuring LANDesk software.

* To work flexibly including out of hours and bank holidays as required to meet customer demand and potential incidents up-to a Major Incident.