1st Line Service Desk Analyst

Capita Resourcing Ltd
£18k - £19000.00 pa
05 Oct 2017
06 Nov 2017
Contract Type
Full Time
1st Line Service Desk Analyst required by our leading client in Basingstoke for a 12 month fixed term contract paying a pro-rata salary to act as 1st line support for all IT and telephony related issues raised by staff from multiple businesses within our clients organisation. You will have the opportunity to cover multiple internal functions including call logging, first time fixes and more complex investigations. Role and Responsibilities: - Respond to incoming requests made via a variety of channels (email, web, voice), against thresholds in line with the contracted service levels; - Log, categorise and prioritise all 1st level calls according to the agreed SLA; - First Time Fix calls where appropriate, to customer satisfaction; - Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times; - To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA's and KPI's are met; - Compliance - ensure that you understand and adhere to Capita's Security Policies and, where applicable, those of the supported businesses; - Good attendance and time-keeping; and any other duties deemed required as part of the day to day role. Experience/Skills: Essential - Ability to work effectively as a member of a team - Ability to follow procedures - Prior experience of providing 1st Line support within an IT Service Desk environment Desirable - Basic knowledge of Windows Desktop environments (XP/Windows 7, Windows 10) - Basic Network knowledge - Good understanding of MS Office Products, including O365 Administration - Good understanding of different technologies, including telephony - Understanding of MS Active Directory User Administration - Understanding of ITIL principles Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.
This job was originally posted as www.jobsite.co.uk/job/959243292