Service Desk Analyst

I have an urgent requirement for multiple Service Desk Analysts who have experience with providing 1st Line Support, within an Out Of Hours Service Desk environment, or who have a very strong background in Customer Service and are looking to pursue a career in IT.

Reporting into the Service Operations Team Leader, you will be responsible for providing a single point of contact to all customers by responding to incoming calls/emails, ensuring incidents are fully managed through to resolution.

IR35: Inside

Location: Peterborough

The Role:

• Responsible for providing 1st Line Support of software/Hardware related incidents, taking ownership of tickets as they come in.
• Ensure that all incidents are logged on the ITSM and managed within the agreed SLA.
• Be proactive in keeping customers informed on the status/progress of their incident.
• Always be sure to Adhere to Major Incident Management procedures.
• Know when to escalate any potential service issues to the Major Incident Management team.

Skills/Experience required:

• Minimum 6 months commercial experience providing IT Support, where possible.Outside of this, we are looking for a really strong background in Customer Service.
• A good level of knowledge with IT platforms, equipment and applications.
• Excellent communication skills are essential; a strong background in Customer Service is really important.
• Any bi-lingual language skills would be advantageous but not essential (German, Spanish, Polish, Portuguese, Hungarian, Lithuanian).
• Any IT-related certifications/qualifications are highly desirable (MCP, CCNA, CompTIA).
• Any commercial experience with supporting the following is advantageous:
  • Windows Operating Systems
  • Citrix
  • Cisco Telephony Systems
  • Hardware troubleshooting (desktop, server, laptop)
  • Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc
• A good understanding ITIL framework and its procedures would be really beneficial.

Please apply online with your CV.