Service Desk Analyst - Peterborough, United Kingdom - Concept Resourcing

Concept Resourcing
Concept Resourcing
Verified Company
Peterborough, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

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 careerin IT.


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.

  • Excellent communication skills are essential; a strong background in Customer Service is really important.
  • Any bilingual language skills would be advantageous but not essential (German, Spanish, Polish, Portuguese, Hungarian, Lithuanian).
  • Any ITrelated 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)
  • A good understanding ITIL framework and its procedures would be really beneficial.
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