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Service Desk Analyst - Liverpool - 3-6 Month contract

Employer
Michael Page Technology
Location
UK
Salary
Competitive
Closing date
30 Jun 2022

View more

Sector
Technology & New Media
Contract Type
Permanent
Hours
Full Time
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Service Desk Analyst - Liverpool - 3-6 Month contract

Reporting to the IT Service Desk Manager, the role will be to assist the delivery of functions within the IT team and the wider business by working on the IT Service Desk and will record and resolve support incidents/service requests when received and escalate issues to appropriate teams.

Client Details

Service Desk Analyst - Liverpool - 3-6 Month contract

Accoutancy firm in Liverpool

Description

Key responsibilities;
  • Providing customer centred support adhering to Quality service level agreements to provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards
  • Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites
  • Ensure regular ticket updates to manage customer expectations
  • Ensure timely call resolution with agreement from the client
  • Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating
  • Ensure that when troubleshooting, you consult documentation, knowledge and appropriate websites
  • Provide first point of contact for any escalation for users throughout the business
  • Provide first point of contact for any internal queries from Service Desk Analysts

Profile

What the client is looking for:
  • Proven experience of working with Tier 1 Microsoft applications (O365) Essential
  • Proven Experience of Incident Management Systems (ServiceNow) Essential
  • First Line level IT support experience preferably within a remote support position Essential
  • Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment including but not limited to: Active Directory, O365 application suite, Windows 10, SCCM, Azure, SharePoint, Mimecast, Cloud Computing, Sophos Essential

Job Offer

Service Desk Analyst - Liverpool - 3-6 Month contract
  • 3 month contract
  • Remote working
  • £150p/d
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