1st Line Service Desk Analyst

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Our client are currently looking for an experienced SC cleared 1st Line Service Desk Analyst to work on an initial 3 month contract at their site in Cardiff.

The successful candidate will be responsible for the following tasks:

*Own the end-2-end incident management in line with Care levels

*Accurately interpret customers' requirements by listening to the customer.

*Carry out 1st line diagnostics using correct tool kit for the product reported

*Initiate and drive escalations to meet the customers' expectations and Service Level Agreements

*Ensure customer reported repeat incidents are identified and resolved

*Initiate engagement with 2nd line technical support and suppliers where appropriate

*Answer calls timely to meet the PCA requirements

*Drive to meet the required desk Average Call Handling Times

*Follow standard processes accurately to ensure Quality Gates are achieved

*Be polite and professional as in line with set Quality observation guidelines

*Accurately follow procedures to ensure no failures due to ticket management

*Productivity to be within the required measures for the team

*Aim to reduce Customer Dissatisfaction by working in a timely and accurate manner

*Increase Customer Satisfaction by setting and managing the customers' expectations

*Undertake any ad-hoc tasks allocated by the team manager or designate

*Complete GS prime on a weekly basis within timescale required

*Actively take part in Continuous Improvement

*Accurately and honestly complete the required Your Say Surveys

*Show respect to colleagues and customers

*All CBT's to be completed within the required timelines

*Responsible for good Time Management within the desk guidelines

Due to the nature of this client applicants with a current SC clearance are strongly encouraged to apply.

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 Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.