Service Desk Analyst

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Spring Technology are currently recruiting for a Service Desk Analyst/1st Line Support contractor, to join a large public sector organisation based in Glasgow. The contract will be initially for 3 months with the option to extend further.

The role has been confirmed as falling inside of IR35, please consider this when applying for the role.

The Role

Experience of providing excellent enterprise level Customer Service via the telephone and email system. (skills set Windows Desktop, Microsoft Outlook, Telephony, Applications support including Microsoft Office (training will be provided on bespoke applications)

Skills and experience required

* Logging Incidents/Requests that are issued to the Service Desk over the phone or via online portal

* Provide support to resolve incidents or action requests to users working of the client systems

* Maintaining the rapport with Customers by displaying a detailed understanding of their support requirements

* Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution

* Proactively manage updates to all parties with Incident/Requests statuses through to resolution

* Develop and maintain communication skills appropriate to the environment

* Understand and proactively operate the escalations procedure

* Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Manager

* Completing administrative tasks, including checking voicemails, logging and progressing Change Requests and Internal Change processes.

* Provide desk cover with current Service Desk operations between 08:00 - 17:00 Monday - Friday.

The deadline for applications will be Wednesday 13th September 2017 at 10:00am.

If you would like to apply for the role, please do so as soon as possible to be considered immediately.

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.