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Service Desk Analyst

Interaction Recruitment
Closing date
20 Sep 2021

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Technology & New Media
Salary Band
Hourly Rate, At least £10.00
Contract Type
Full Time
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interaction Recruitment are currently recruiting for a Service Desk Analyst to work for a well established IT services company based in Peterborough on a temporary to permanent basis

Key Responsibilities:

· Escalate incidents where a first time fix is not possible

· Keep customers updated with progress on incident or request status

· Keep up to date with the current standard procedures

· Adhering to Incident management procedures

· Troubleshooting over the phone by providing remote support.

· Escalate potential service issues in line with company policy

· Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary

· Contributing to team meetings

· Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements

· Escalate potential problem issues with Problem and Incident Management

Key Skills Required:

· Proven customer service skills

· Good knowledge of IT platforms, equipment and applications

· GCSEs or equivalent in Maths and English

· Knowledge of Active Directory, Microsoft Exchange

Desirable Experience:

· Hardware troubleshooting of both desktop and server hardware

· Experience working to SLAs and KPIs

· An understanding of the ITIL framework

· Knowledge of supporting Windows applications including MS Office from end user perspective

· Industry recognised qualifications in relevant area

· Experience of:

o Citrix

o Windows Operating Systems

o Cisco Telephony Systems

My client is looking for a supportive individual who is able to work under pressure and in a team. Hours of work are between 7-21:30 Monday to Friday and 7-20:30 on weekends (4 weekends on and then 4 weekends off).

If you are interested in this role please apply or contact Michelle on (phone number removed)
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