Service Desk Analyst - Out of Hours

Global Technology Solutions Ltd

Posted on Jan 26, 2024 by Global Technology Solutions Ltd
Hampton, Cambridgeshire, United Kingdom
Customer Service
Immediate Start
£16.3 - £16.3 Hourly
Contract/Project

Out of Hours Service Desk Analyst - 1st line Support

Looking for experienced Call Centre/Service Desk Analysts

Office onsite based in Hampton, Peterborough.

You will ideally have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role.

Shifts - 10.5 paid hrs 20:00 to 08:00. 4 nights on and 4 nights off.

Contracts min 3 months + Extensions and onto a permanent role.

Ideal Technology/experience:
Ivanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

* 1st Line Support of Wintel/Retail and Hardware related incidents.
* Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
* Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
* Proactively keeping Customers informed on incident or request status and progress.
* Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
* Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
* Resolve >60% of incidents logged as a First Time Fix

If you have the above skills and experience please apply now!

"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 Business in relation to this vacancy


Reference: 2707561245

https://jobs.careeraddict.com/post/87319876

This Job Vacancy has Expired!

Global Technology Solutions Ltd

Service Desk Analyst - Out of Hours

Global Technology Solutions Ltd

Posted on Jan 26, 2024 by Global Technology Solutions Ltd

Hampton, Cambridgeshire, United Kingdom
Customer Service
Immediate Start
£16.3 - £16.3 Hourly
Contract/Project

Out of Hours Service Desk Analyst - 1st line Support

Looking for experienced Call Centre/Service Desk Analysts

Office onsite based in Hampton, Peterborough.

You will ideally have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role.

Shifts - 10.5 paid hrs 20:00 to 08:00. 4 nights on and 4 nights off.

Contracts min 3 months + Extensions and onto a permanent role.

Ideal Technology/experience:
Ivanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

* 1st Line Support of Wintel/Retail and Hardware related incidents.
* Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
* Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
* Proactively keeping Customers informed on incident or request status and progress.
* Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
* Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
* Resolve >60% of incidents logged as a First Time Fix

If you have the above skills and experience please apply now!

"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 Business in relation to this vacancy

Reference: 2707561245

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