IT Service Desk Analyst - Temp to Perm

Concept Information Technology Limited
Birmingham, UK
19 Jul 2019
22 Jul 2019
Contract Type
Full Time
IT Service Desk Analyst - Birmingham - Temp to Perm - £16 per hour

Concept are actively recruiting for an IT Service Desk Analyst in Birmingham.

You will be working for a leading IT Services organisation on their rapidly growing Service Desk. This is a fantastic opportunity for someone who is looking to progress their IT skill set.

The client are looking for self-starter, experienced in taking incoming calls from colleagues and to accurately log incidents, ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to all colleagues and to ensure that incidents are fully managed through to resolution.

Responsibilities of the role -
  • 1st / 2nd line Technical Support of hardware and software related incidents, service requests and managed applications
  • Accurately log incidents and ensure all relevant data is captured whilst logging the incident
  • Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements
  • Proactively keeping end users informed on incident or request status and progress
  • Escalate incidents where a first time fix is not possible
  • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary
  • Resolve >75% of incidents logged as a First Time Fix
  • Administration for Windows OS, Exchange, Internet and Intranet
  • Keeping up to date with the current standard procedures

The ideal candidate should have an excellent working knowledge with the following -
  • Experience as a 1st / 2nd line desktop analyst
  • Ability to troubleshoot desktops/laptops and associated applications
  • User and desktop account administration experience e.g. Active Directory AND O365
  • General understanding of LAN & WAN networking

Rates -
  • £16 per hour
  • 7.5 hours per day (1 hr lunch unpaid)
  • 07:00-15:30, 09:00- 17:30 and 10:30 -19:00 during weekdays and a potential 1 in 8 weekend shift
  • Will soon be required to work an out of hours rota - additional rates will be applicable
  • Perm salary between £22,000-£24,000

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