SC Cleared Service Desk Analyst

Location - Hampton, Peterborough

Pay - £21.46 Per hour

Contract - min 3 month. This would be ideally suited to someone who is looking for a long-term contract/the long-term prospect of permanent opportunities.

Hours: 4-on-4 off - 12hr shifts. 11 hours paid. Between 7am - 9pm. Rota basis.

Required skills:

• Plenty of Customer service experience
• Previously worked in a Call Centre
• Active Directory
• Experience with Microsoft Word/Excel/PowerPoint/Outlook
• Speaking/typing in English to a professional level.
• Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible.
• Educated to GCSE Level or equivalent in Maths and English
• IT certificated desirable but not essential.
• Desired but not essential skills in Vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.

Requirements:

• 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.
• 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.
• Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager/Service Delivery Manager
• Escalate potential problem issues with Problem and Incident Management.
• Contributing to team meetings.