: Contract Service Desk Analyst - Poole
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Provide first-class customer service for all IT issues which arise and restore service operations as quickly as possible.
Responsibilities;
* Provide First Class service to all customers
* Provide all IT incident management services, effectively and efficiently, including;
* Thoroughly and knowledgeably troubleshoot, and resolve all incidents with a good sense of urgency
* Accurately record all calls to a high standard
* Own and manage all incidents from start to finish
* Work collaboratively with third-line support groups/external suppliers where needed
* Monitor trends to identify areas of improvement and report as required
* Identify recurring incidents as topics for problem sessions and participate as required
* Keep up to date with technology used and how to support it
* Share and accurately document technical knowledge into the department knowledgeabase, and manage it to keep relevant
* Provide support for initiatives produced by the IT Department
* To become involved in other ad hoc tasks as required
Experience;
Sound and current knowledge and experience in Incident Management and ITIL processesStrong technical knowledge of current mainstream desktop software, hardware and network technology excellent communication and customer service skills and a good team playerStrong problem-solving and analytical skills
If suitable please apply or contact Natasha on 02380765293 or [email protected]