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Service Desk Analyst - 1st Line

Global Technology Solutions Ltd

Posted on Jan 5, 2023 by Global Technology Solutions Ltd

Bracknell, Berkshire, United Kingdom
IT
Immediate Start
£26k - £26k Annual
Full-Time

We have an exciting opportunity for a Service Desk Analyst to join a blue chip organisation in Bracknell on a permanent basis.

Hours: This role is based on a rotational shift pattern, working between the hours of 06:00-22:00, including some weekends.

*After initial office based training period - Role will be 50% remote*

*Salary £26,000 p/a with quarterly 5% bonus*

This position will suit someone with great customer service skills with the ability to work well under pressure in a fast-paced environment. This includes providing technical support for Computers/Laptops, Point of Sale hardware, Operating Systems, Applications and Networks.

Job Description
Key Accountabilities:
* Provide first class, multi-channel support for all end user incidents and service requests, maintaining a high level of First Contact Resolution (FCR) for all Incidents and Service Requests.
* Collect and maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT Partners or 3rd Parties.
* Ensure effective triaging is completed in the first instance for all contacts received.
* Undertake prioritisation, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base.
* Understand and proactively operate the escalations procedures
* Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets
* Ensure compliance with quality management, risk management, security policies and procedures.
* Monitor the status and progress of incidents and service requests
* Proactively contribute to Continual Service Improvement through identification of process improvements and problem prevention.

Benefits
- Pension
- Private medical & dental insurance
- Blue Chip benefits

So if you are a Service Desk Analyst looking for your next exciting opportunity please apply today!

In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information

Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.

Reference: 1845757686

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