Service Desk Analyst

Recruiter
NRG PLC
Location
Newcastle Upon Tyne, Tyne And Wear
Salary
18000.0000
Posted
21 Jul 2017
Closes
20 Aug 2017
Contract Type
Permanent
Hours
Full Time

Our client is a Global Enterprise and due to growth and expansion they are looking to recruit 2 Service Desk Analysts

You will be responsible for the following:

  • Using the incident management system log issues accurately, deal with issue escalations and progress issues to closure.
  • Dealing with telephone support calls, presenting a professional image of the client to the customer and dealing with the call through the incident management system.
  • Dealing with customer emails presenting a professional response to the customer and dealing with the email through the incident management system.
  • Utilising the clients monitoring and alerting tools deal with issues raised through the incident management system
  • Pro-actively monitor live issues and bring them to closure within the agreed SLA’s, updating the status in the incident management system.
  • Undertake analysis of issues and provide remediation to resolve the issue, documenting the activities into the incident management system.
  • Co-ordinating their activities with the other Service Desk Personnel
  • Identifying and resoling issues where data accuracy within Nomad systems is identified.
  • Undertaking report generation and data retrieval activities
  • Work will be undertaken on a shift pattern based system and will require both day and night shift working.

Candidates will have the following:

  • Graduate with a Business and IT background
  • Working knowledge of Microsoft products including Excel and Powerpoint
  • Interest in supporting networking and IT equipment.

Salary: £18,000 - £22,000 + excellent benefits.

Hours: 4 x 12 hours shifts mon,tues, sat, sun then 3 x 12 hour shifts weds, thurs, fri. on a two week rotation.