IT Service Desk Analyst/1st Line/IT Support

Jumar Solutions
10 Mar 2018
09 Apr 2018
Contract Type
Full Time
Job Description

My client is a large services business based in Nottingham, currently recruiting for an IT Service Desk acts as a single point of contact for all IT queries, delivering high quality technical support to our client's customers.

Responsibilities will include:

  • To act as the primary point of contact for IT Customers.
  • To resolve incidents and fulfil service request in a timely and effective manner.
  • To escalate to second and third line in a timely manner and only when required.
  • To maintain a timely and complete record of activity on any incident or service request.
  • To maintain a meaningful and timely dialogue with the customer on progress and plans.
  • To work within defined processes for Incident Management and Request Fulfilment.
  • Adhere to professional call handling techniques, i.e. always communicating with a customer in an efficient and professional manner.
  • Adhere to Service Desk call logging processes - all tickets to be logged with sufficient customer and incident detail, all tickets to be updated regularly and managed professionally until resolved.
  • Adhere to the organisations procedures, working practices and department specific processes.
  • To access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • To perform hands-on fixes at the desktop level, including installing and upgrading software, supporting and installing hardware, implementing file backups, and configuring systems and applications.
  • Identifying and creating appropriate knowledge articles relating to known fixes.
  • Assist with developing self-help /frequently asked questions lists for end users.
  • Engage in and understand key ITIL processes including Incident Management and Request Fulfilment.
  • Other ad-hoc duties as required from time to time.

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