1st Line Service Desk Analyst – Out of Hours

1st Line Service Desk Analyst – Out Of Hours.

I am working with a business in Peterborough who have recognised their teams and leaders within the business due to their service ability and leadership skills. My client can offer a long-term opportunity within technology, you will be at the forefront of service excellence.

Due to new a new contract, I am seeking Service Desk Analyst to offer 1st line support to a variety of customers within a business to business team from the companys modern Peterborough offices. This role is for the OOH desk on a 4 on 4 off shift rotation. This shift is fixed hours of 8pm until 8am. Other shift patterns are available.

Key responsibilities include;

· Accurately log incidents and ensure all relevant data is captured whilst logging the incident.

· Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

· Proactively keeping Customers informed on incident or request status and progress.

· Escalate incidents where a first-time fix is not possible to either 2nd line support or the relevant resolver group.

· Adhering to Incident management procedures.

· Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

· Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

· Provide a point of technical escalation and expertise.

The successful candidates will have knowledge of IT platforms, equipment and applications, either through College or University. A genuine interest to build your career in IT, customer focused and happy to start on a temporary to permanent basis. Our client is happy to look at CVs from applicants with a solid customer service and/or sales background.

In anticipation of these needs, we are expecting interviews and start dates ASAP.

If these positions are of interest, please contact .