1st Line Service Desk Analyst - Croydon

Recruiter
Incite Insight
Location
London (Greater)
Posted
10 Oct 2018
Closes
14 Oct 2018
Contract Type
Permanent
Hours
Full Time
1st Line Service Desk Analyst.
Perm role based in Croydon.
£15,000 - £17,000 - This is an entry level position.
Overall Role Purpose:
This role requires a dynamic and proactive person who is able to work well with the ICT team. They must be technically able to support Microsoft Office products. They should also be proficient in troubleshooting hardware and network connectivity issues. On a personal level they should be polite, customer focused and display a "can do” attitude with a passion for providing first class ICT support to customers.
Key Accountabilities:
Provide level 1 telephone support, with a continuous drive for first time fix. Log all requests received into the helpdesk, manage workload effectively ensuring any outstanding level 1 tickets are updated on a daily basis and clearly show what progress has made and what the next step is. Give 1st line technical support as required and ensure that cases are escalated with detailed information to the Helpdesk supervisor to ensure the smooth transition into other ICT teams and enable a speedy resolution to the ticket. Retain ownership of ticket and monitor until satisfactory resolution is achieved. Consistently provide excellent "can do" customer service ethic with both internal and external customers and suppliers.
Additional Tasks
Carry out general 1st line support tasks assigned by the ICT Service Delivery Manager, ICT Helpdesk Supervisor or ICT Support Supervisor. Participate in small projects as required. Knowledge sharing within the team. Participate in team meetings with focus on continuous Helpdesk improvement

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