IT Service Desk Analyst - Temp to Perm

Recruiter
concept resourcing
Location
Birmingham, UK
Salary
Competitive
Posted
20 Jul 2019
Closes
26 Jul 2019
Ref
1213361681
Contract Type
Permanent
Hours
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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