Service Desk Analyst - Shift Work- Expanding Client - Manchester

Recruiter
Etech Partners
Location
Manchester
Posted
11 Jan 2018
Closes
12 Feb 2018
Contract Type
Permanent
Hours
Full Time

PLEASE NOTE THIS ROLE IS FOR MULTIPLE SHIFTS OFF DAYS/NIGHTS

My Client an Expanding IT Consultancy are looking for a Multiple Shift Service Desk Analysts to support their client's IT infrastructure.

Role

As a shift IT Service Desk Technician, you provide technical support services to customers including installation, troubleshooting, problem resolution and maintenance.

Key responsibilities

  • Provide direct technical support by telephone to key clients to a successful conclusion both in and out of hours based on staff rota 24 x 7
  • Answer phone calls and log accurately into customer's call logging system when required.
  • Co-ordinate Field Service Engineers and procurement process during out of hours shifts
  • Investigate, manage and resolve incidents in accordance with procedures and SLA. This includes tasks delegated by the Support Delivery Supervisor during day shifts.
  • Provide incident management and escalation in accordance to client requirements and procedures.
  • Attend client sites when required for knowledge transfer workshops then update members of the OOH team.

Knowledge and experience:

  • Excellent communicator both written and verbally
  • The ability to work well alone and under pressure
  • Proactively monitor and action of client support queues and mailboxes.
  • Knowledge of ITIL Practices and Procedures
  • Ability to investigate and troubleshoot a wide variety of problems, with network and computer hardware, operating systems and application software
  • Demonstrate a good understanding and experience of working with Windows Server 2008, 2012 and Active Directory
  • Advanced MS Office knowledge and trouble-shooting
  • Providing status updates and reports when requested by management
  • Working knowledge to install, configure, troubleshoot and support of network technologies
  • Understanding and ability to implement and use remote support products
  • Ability to maintain documents and records to a professional standard

My Client is looking to recruit ASAP. If you are interested in the above role please send your CV in Word format.