1st Line Support - Servicedesk Analyst

From £19,000 to £22,000 per annum + training + benefits
11 Oct 2016
19 Oct 2016
Contract Type
1st Line Servicedesk Support Analyst Established IT services client is currently recruiting a number of 1st line servicdesk engineers to work on a busy servicedesk supporting external customers logging issues with their IT systems & networks and resolving at 1st line or passing to 2nd/3rd line analysts. As a 1st Line Helpdesk analyst the job role will include: Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress. Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards. Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible. Liaising with third party suppliers where necessary, logging tickets as required and acting as a central point of contact. Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager. As a 1st line serivicedesk analyst you will have experience in an IT customer service environment resolving basic IT issues for customers based around windows, desktop, OS, hardware/software related issues ideally with experience in a ITIL enviorment. On offer is a basic of up to c21k and good opportunity for training and progression. Our client has a great work ethic and culture, and is committed to staff training and development. This job was originally posted as www.cwjobs.co.uk/job/66857642

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