Helpdesk Analyst

Recruiter
Networkers
Location
Gateshead
Posted
10 Oct 2018
Closes
14 Oct 2018
Contract Type
Permanent
Hours
Full Time
Specification

As a Helpdesk Analyst you will work as part of a team supporting end users and providing a first time fix where possible. You will deliver fantastic customer service and be working towards SLAs. You will deal with reporting, complaints, service requests and issues working towards SLAs defined with ITIL frameworks.

You will need to be prepared to deal with a number of challenges - from hardware/software application support to manufacturing organisation queries.

This role requires shift working, including nights and the right candidate will need to be willing to work these shift patterns – which include a 15% shift allowance on top of salary. Due to having end users based in Dubai, an understanding of Arabic is an advantage but not essential.

Responsibilities:

* Providing Helpdesk Support to the End User
* Recording, categorising, prioritisation and resolution of IT Service Requests
* Working as part of a wider team
* Dealing with complaints and issues in accordance with pre-defined SLAs
*

Skills & Experience:

* Experience working within a 1st Line Support / Helpdesk role previously
* A background of hitting SLAs to provide a high level of customer service.
* Previous experience using an ITIL conformant Service Management Systems Tool – eg. Remedy, Service Now, Jira, Heat, Assyst, and Hornbill

Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Networkers and may assist with processing your application

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