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Global IT Service Desk Analyst

Employer
LTS Resourcing LTD
Location
Jarrow, UK
Salary
Competitive
Closing date
27 Jan 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Our Global FTSE250 client are urgently seeking a Global IT Service Desk Analyst to join their team on a permanent basis.

As the Global IT Service Desk Analyst, you will be responsible for providing first-level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfilment processes.

Role accountabilities as the Global IT Service Desk Analyst:
  • Act as a single point of contact for users regarding IT issues and queries
  • Receiving, logging and managing tickets via the Manage Engine Tool
  • Maintaining an Asset Database and tracking changes
  • 1st and 2nd line support - troubleshooting of IT issues
  • Escalate breached calls and high priority incidents
  • Log all calls in the Service Desk Call Logging system
  • Be active in shift left activities to the service desk
  • Working with multiple teams and ITOCSME/ technical specialist to review alerts

Skills and experience required as the Global IT Service Desk Analyst:
  • Experience Supporting Office 365 (Skype)
  • Minimum of 1 years previous experience in Contact Centre, Service Desk or similar environment
  • Excellent communication/interpersonal skills
  • Flexible and adaptable to changing business needs and processes
  • Ability to prioritise/schedule work
  • Good Analytical skill in problem solving
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