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Service Desk Analyst/1st Line Support Analyst

DGH Recruitment Ltd.

Posted on Sep 21, 2022 by DGH Recruitment Ltd.

Nottingham, Nottinghamshire, United Kingdom
IT
Immediate Start
£22k - £26k Annual
Full-Time

Service Desk Analyst/1st Line Support Analyst

A fantastic opportunity has arisen for a Service Desk Analyst/1st Line Support Analyst to join our Nottingham based client on a permanent basis.

Service Desk Analyst/1st Line Support Analyst

Responsibilities and Duties:

* To provide end user 1st line Technical support in accordance with the achievement of all applicable Service Levels and Customer Satisfaction scores.
* Provide technical support to our clients customers via telephone and instant chat, logging all tickets within ServiceNow.
* Provide high levels of customer service and manage expectations on each and every contact, ensuring that our users are satisfied with their experience.
* Take ownership of user Incidents and/or Service Requests, prioritize them based on an impact assessment and if applicable, resolve them within the agreed Service Levels.
* Analyze user Incidents and Requests quickly & effectively to either resolve tickets or triage them onwards to other teams to ensure swift resolution.

Service Desk Analyst/1st Line Support Analyst

Knowledge, Sills and Experience:

* Be able to demonstrate an awareness across infrastructure disciplines, eg Office 365, Networking, Servers, Datacentre/storage area networks.
* Basic understanding of configuring Windows PCs and hardware set ups.
* Strong Knowledge of Windows, MS Office, business applications and experience of troubleshooting.
* Demonstrable customer support experience, preferably in an IT Service Desk and supporting complex large- scale enterprise environments.
* Strong phone contact handling skills and active listening skills.
* An understanding of common IT Service Management Frameworks, ie ITIL.
* Experience with the use of ITSM Toolsets (ServiceNow preferred).

Service Desk Analyst/1st Line Support Analyst

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business

Reference: 1736340632

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