Service Desk Analyst - West Midlands (Region), United Kingdom - Concept Resourcing

Concept Resourcing
Concept Resourcing
Verified Company
West Midlands (Region), United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
I am looking for a number of Service Desk Analysts who hold a current/valid Security Clearance.

On behalf of an IT Managed Services Business, you will be providing 24x7 IT Support to a specific highly sensitive end client.

You will have previous experience on a 24x7 Service desk.

You will hold a valid Security Clearance.


Location:
Remote


Shift Pattern:
Monday-Friday 8am-4.30pm


IR35 Status:
Inside


Main Duties:


  • To record all incidents/changes/service requests using the internal Service Desk tool.
  • Platform monitoring and Alerting.
  • Provide a positive Service Desk experience; excellent customer service at all times.
  • Contribute to a 'First Time Fix' target of 70%.
  • Contribute to delivering a 70% Remote Resolution target.
  • Ensure incidents and service requests are completed within the agreed SLAs.
  • Make outbound phone calls to customers keeping them informed on a regular basis.
  • Review and update 'Known Errors' database.
  • Incident/Service Request; assign to appropriate internal or external team for resolution.
  • End to end ownership of all Incident/Service Requests through to closure.
  • Communicate technical issues to a nontechnical audience.
  • Assess, prioritise and manage workload ensuring contractual obligations are achieved.
  • Contributing to delivering team performance.
More jobs from Concept Resourcing
See all jobs of Concept Resourcing