Overview

The Service Desk analyst will be performing maintenance tasks, carrying out assigned project work or helping with customer calls. This is a hands-on technical role with customer facing responsibilities, working on a rota-based system.

Client Details

Not For Profit Housing Association based in South Manchester

Description

The effective and efficient management of Incidents

Deliver 1st Line Technical Support resolving appropriate incidents and recommending solutions and workarounds, to provide customers with a swift return to service.

The effective and efficient management of Requests received during the shift’s period of responsibility

Support to the effective and efficient management of the introduction of new Services, the Transition of Services from projects into the operational IT Estate, and the effective delivery of Problem and Change Management within IT Services.

Support to the coordination of all Communication between IT Services and the business.

Profile

Personal Qualities:

  • Building and maintaining positive rapport with customers
  • Feeding back and asking questions when you are unsure about something
  • Contribute to providing Service cover as part of a rota.
  • Provide friendly, professional telephone cover.
  • Able to provide high quality interactions, displaying confident and assured levels of service in support of our customers.
  • Has a “can do” attitude

Capabilities / Experience

  • Experience of working in a Servicedesk environment
  • Triaging incoming customer requests and incidents from multiple sources (phone, emails, etc), helping/fixing what you can immediately for the customer, then passing unresolved tickets to SDEs
  • Providing deskside support and moving equipment when needed.
  • Preparing ICT hardware for customers (such as Laptops, PC, Tablet, Mobile)
  • Experience of MS Teams video conferencing capabilities
  • Installing software, applications and firmware and testing.
  • Repairing ICT equipment
  • Testing new equipment and software, and documenting new processes and guidance
  • Travelling to, and working at remote sites
  • Judging when to fulfil a customer request, when to seek support, and when to escalate.
  • Participate in project work relating to desktops and laptops.

Job Offer

Competitive Day Rate £140- £160 per day + Further Opportunities

Charity

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Michael Page

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