Service Desk Analyst


Premium Job From REED Global

Recruiter

REED Global

Listed on

23rd September 2020

Location

Manchester

Salary/Rate

£15 - £19

Type

Contract

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

Service Desk Analyst1 month+

Manchester

£15-19 per hour (Inside IR35) A Service Desk Analyst is required for our public sector client based in Manchester city centre.Key responsibilities-

? First line telephone and technical support - 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 demandYou will have-

* Knowledge of ITIL

* 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.

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