Service Desk Analyst - 1st/2nd Line Support

SOLOS Consultants Ltd
11 Apr 2018
20 Apr 2018
Contract Type
Full Time
Our Client is currently looking for a service desk analyst to join their team and provide technical 1st/2nd line support.

Job Purpose:

To provide effective technical support to the clients contract customers, for desktop/laptop/printer/application issues and basic network/server troubleshooting and administration. To communicate effectively with the customer and manage technical queries in line with our client’s standards and customer specific SLA’s.

Day to day jobs would be:

•Resolve issues in a competent manner, whilst communicating professionally with the customer and other members of the team.
•prioritise, progress and resolve technical queries and service requests assigned to the individual in accordance with standard and customer specific service level agreements
•Call resolution ratio’s meeting SLA’s
•Log all calls to a high standard of detail
•Provide customer feedback
•Relay information back to the user in an understandable format
•Be responsible for completing specific technical projects as designated by the Service Management Team e.g. Service Transitions

The successful candidate will:

•Be able to demonstrate IT related problem solving skills
•Demonstrates good problem solving skills
•Have experience with IT infrastructure support working across a range of up to date technologies including Office 365, Exchange 2013, Windows 10, Active Directory, Apple OSX and iOS
•Have a strong telephone manner and provide a high level of customer service.
•Good written communication skills.
•Operates well un-supervised
•Able to remain calm under pressure
•Have strong organisation and prioritisation skills
•Relay technical information back to the user in an understandable format

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