Service Desk Analyst / Software Support Analyst / IT Support Analyst
Full job description
IT Talent Solutions
Salary: £27,600 – £31,200 per year
Service Desk Analyst / Software Support Analyst / IT Support Analyst required for my client based in Bracknell for a permanent role – salary £27,600 – £31,200
Hours: This role is based on a rotational shift pattern, working between the hours of 06:00-22:00, including either a Saturday or Sunday once every other week. You will get a nother day off in lieu.
Shifts will be either be 6am – 3pm or 1pm – 10pm with 1 hour for lunch
This position will suit someone with great customer service skills with the ability to work well under pressure in a fast-paced environment. This includes providing technical support for Computers/Laptops, Point of Sale hardware, Operating Systems, Applications and Networks.
Job Description
” Provide first class, multi-channel support for all end user incidents and service requests, maintaining a high level of First Contact Resolution for all Incidents and Service Requests.
” Collect and maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT Partners or 3rd Parties.
” Ensure effective triaging is completed in the first instance for all contacts received.
” Undertake prioritisation, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base.
” Understand and proactively operate the escalations procedures
” Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets
” Ensure compliance with quality management, risk management, security policies and procedures.
” Monitor the status and progress of incidents and service requests
” Proactively contribute to Continual Service Improvement through identification of process improvements and problem prevention.
To apply for this job please visit definitejobs.co.uk.