Service Desk Analyst

CV-Library

Posted on Sep 23, 2021 by CV-Library

Leeds, West Yorkshire, United Kingdom
IT
Immediate Start
£11.6 - £11.6 Hourly
Contract/Project
I am looking for a Service Desk Analyst to be based in Leeds for a 3 month contract (with the view to extend). This role is paying £11.60 per hour via umbrella (role is inside ir35).

Role Expectations

- Log all incidents in SD, reported face to face, email or telephone
- Ensure there are no tickets left in unassigned for Service Desk, if tickets are left, for these to be picked up first thing the following morning
- Ensure all new tickets have had a response within 2 hours of being logged, priority/urgency is set etc
- Check the incidents to ensure all the information has been obtained- Make initial contact via phone
- Ensure all tickets are reviewed daily
- Ensure all customers have had a reply, no ticket is showing a
- Ensure there are no tickets in the Service Desk queue older than 2 weeks (order by Created Date)

Service Desk Tasks include

- Provide first time fix for incidents where possible
- Password resets- Process leavers requests
- Help users get setup for remote working or diagnose problems they are experiencing
- Investigate printer queries, resolve where possible or report to manufacturer support.- Help recover lost network drives that have failed to be applied by group policy
- To test and discover network issues and connections by pinging them.
- Investigate mobile device issues such as emails/Accounts not syncing and app errors
- Investigate and gather relevant information before escalating to second line
Tools Required for Role
- Service Desk Links for favourites

• Accellion
• AD Manager Plus
• Canon Self-Service
• Dell Wyse vWorkspace
• EE Access
• Keypass
• ManageEngine ServiceDesk Plus
• McAfee EPO
• Microsoft Office Account
• MimeCast
• Office 365 Portal
• SCCM
• Server Room Access
• T Drive
• Uniflow

Apply now

Reference: 214727504

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