Service Desk - SC

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Service Desk Operator - inside IR35 - Onsite in Peterborough - SC Clearance

Our client is looking for a Service Desk Operator to be responsible For :

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Responsible To Service Operations Team Leader

Main Purpose of Job

*1st Line Support of Wintel / Retail and Hardware related incidents.

*Accurately log incidents and ensure all relevant data is captured whilst logging the incident.

*Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

*Proactively keeping Customers informed on incident or request status and progress.

*Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.

*Adhering to Incident management procedures.

*Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

*Resolve >60% of incidents logged as a First Time Fix

*Keeping up to date with the current standard procedures.

*Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

*Provide a point of technical escalation and expertise.

*Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager

*Escalate potential problem issues with Problem and Incident Management.

*Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

*Contributing to team meetings.

Knowledge & Experience

*Strong 1st line working experience

*Good knowledge of IT platforms, equipment and applications.

*Proven Customer service skills

*Up to 12 months' experience as an analyst within a similar environment

*Industry recognised qualifications in relevant area is desirable (i.e. MCP)

*Up to 12 months remote support experience of

*Windows Operating Systems (Essential)

*Citrix (Desirable)

*Cisco Telephony Systems (Desirable)

*Hardware troubleshooting of both desktop and server hardware. (Desirable)

*Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc (Desirable)

*Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)

*Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable

*Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable.

* This role requires the successful candidate to either hold SC Clearance or to be willing to go through the process of Clearance

Please send in an up-to-date CV

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.