Service Desk Analyst/Service Desk Engineer (1st Line) - Windows, Software, Hardware, Desktop

Nationwide People Ltd

Posted on Nov 24, 2022 by Nationwide People Ltd

Peterborough, Cambridgeshire, United Kingdom
IT
Immediate Start
£14 - £20 Annual
Contract/Project

Service Desk Analyst/Service Desk Engineer (1st Line) - Windows, Software, Hardware, Desktop, Servers

Our rapidly growing IT client, based in Peterborough is seeking a dynamic, hands-on and technically astute 1st Line Service Desk Analyst with strong skills in supporting, installing, troubleshooting and maintaining hardware and software within a Window environment.

As 1st Line Service Desk Analyst, you will help with supporting Software/Hardware related Incidents and Service Requests as well as accurately log incidents and ensure all relevant data is captured.

A good understanding of Windows Operating Systems, Application troubleshooting (Teams, Outlook, Word etc) and Hardware troubleshooting (desktop, laptop, phones) is required.

Other duties will include:

  • Provide a single point of contact to our co-workers.
  • Ensuring tickets are fully managed through to resolution.
  • 1st Line Support of Software/Hardware related Incidents and Service Requests
  • Maintain a high level of First Contacts Fixes.
  • Proactively keep customers informed on an incident/request status and progress.
  • Escalate incidents to the relevant resolver group where first contact fix is not possible.
  • Proactively maintain and develop technical knowledge.
  • Escalate potential service/problem issues initially with the relevant management/departments.
  • Work closely with internal resolver groups to prioritise and fix co-worker issues.
  • Help facilitate "Shift Left" with a transfer of knowledge and processes from resolver teams

Excellent verbal and written skills are required as you will be required to accurately log Incidents and Service Requests ensuring all relevant data is captured whilst logging.

Technical knowledge required:

  • Good knowledge of IT platforms, equipment and applications.
  • Previous experience within an IT support environment.
  • Experienced in the following:
  • Windows Operating Systems
  • Application troubleshooting (Teams, Outlook, Word etc)
  • Hardware troubleshooting (desktop, laptop, phones)
  • Remote Support
  • Customer Service

Any experience of Citrix, SCCM and administration of AD, Exchange and O365 is a bonus but not essential.

This is an initial 3-month contract based in Peterborough and is paying a rate of up to £14/hour.

If you are currently SC Cleared, £20/hour

Service Desk Analyst/Service Desk Engineer (1st Line) - Windows, Software, Hardware, Desktop, Servers

Reference: 1802509371

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