1st Line Service Desk Analyst

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1st Line Service Desk Analyst1st Line, Service Desk, Customer Service, IT Support, Technical Support, ITIL

£18,000 - £20,000 per annum

Company Benefits

Nottingham Based

Immediate starts available

1st Line Service Desk Analysts are required by our IT MSP client based in Nottingham. The main purpose of this role is to deliver excellent support services for customers through ticket ownership and adherence to Service Level Agreements, across a wide and varied customer base.

As a member of the L1 technical Team, you'll be first point of contact for all Technical related Incidents and Service requests, ensuring that you are able log customer queries whether by telephone, email or other sources, in a clear and effective manner. Demonstrate your technical ability by troubleshooting customer issues and aiming to resolve those issues to the end users' satisfaction, in accordance with predefined service level agreements.

Key accountabilities: -

Incidents, requests and other call types* Answer / respond to "calls" according to process and policy (including time limits), resolving directly wherever possible in a professional manner

* Escalate issues to other teams according to service management processes

* Achieve targets as directed by Support Services Management, e.g. average number of calls per working day or % of availability issues logged

* Facilitate the sharing of know-how, including through the coaching of others and through documenting resolutions

* Identify underlying issues to incidents arising and log as 'problems'

* Identify security incidents and log and escalate as appropriate

* Identify availability/capacity issues and major incidents and log and escalate as appropriate

* Provide support outside normal working hours, if required

* Update call records as further updates are known

Competencies and experienceExperience* At least 6 months Technical Support experience

* Experience of customer focussed role

* Ideally ITIL Foundation V3 or experience of Ideally experience of working in an ITSM structureTechnical Analysts

* Trouble shooting and diagnostic skills.

* Customer centric and empathetic.

* Demonstrates passion for resolution

* Adhere to Various SLA's across a wide and varied customer base.

* Uses fact-finding and diagnostic tools.

* Perform well under pressure.