Service Desk Analyst
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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.