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Service Desk - 1st Line Support, Incident Management - MS Office

Closing date
11 Jul 2022

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Technology & New Media
Contract Type
Full Time
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Service Desk - 1st Line Support, Incident Management - MS Office
Contract - 6 Months
Shift pattern - 4 days on, 4 days off - 12 Hour Shift - Between - 08:00 - 20:00 and 20:00 - 08:00
Location: Hybrid (Remote working (WFH) and minimum 2 days from the offices in West London)
Rate: £140 per Shift - Outside IR35
World class luxury on-line fashion retailer and a household name is seeking a Service Desk Analyst
The candidate will work alongside the other Enterprise Technology Services teams to support the staff to ensure that, credentials required, incidents and requests raised are resolved efficiently and within SLA so that they can be productive in their day to day activities and develop the business. The analyst will benefit from full training and support from Service Desk Manager and Team.
Main Tasks & Key Responsibilities:
Service Desk Analyst, 1st line Support
• Provide a single point of contact for Service Desk
• Record, own, escalate and resolve/monitor incident and service requests tickets throughout their lifecycle using the service management tool provided
• Troubleshoot, investigate and action tickets in line with SLA
• Communicate in a professional manner at all times
• Create user accounts, process role changes and leavers, following the established processes
• Maintain system security (ensure correct security procedures are adhered to at all times)
• Work effectively as part of a team
• Work unsupervised to maintain the on-going demands of the business
• Develop and maintain documentation, knowledge base content and user guides where necessary
• Document all work, ensuring measures are in place to allow others to pick up support work where necessary
• Take part in Major Incident Management where applicable in line with organisational processes
• Escalation point for analysts
• Lead by example ensuring a consistent level of performance against management targets.
Essential Skills and Experience
Service Desk Analyst - 1st line support
• Strong administrative and organisational skills
. Service Desk Experience
• Strong with the MS office suit including SharePoint and Excel
• Strong Process Management Skills
• Strong Communication skills both written and spoken
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