1st/2nd Line Service Desk Analyst

1st/2nd Line Service Desk Analyst – based in Kensington, London

15 week contract, paying up to £120 a day

Job Purpose:

As a member of the Service Desk team the post holder will be responsible for providing front line support to ICT customers, providing rapid resolution to technical service requests and escalating requests to technical teams as required, in accordance with our Service Level Agreement (SLA). All queries will be accurately logged on the service management system and the post holder will act as an interface between the customer and ICT 2nd and 3rd line support staff. The Service Desk aims to resolve at least 30% of all requests without the need to escalate to 2nd or 3rd line teams.

Background:

The Service Desk is responsible for maintaining and adding to knowledge management documents which are available on the ICT Frequently Answered Questions website. It provides advice and other information about services provided by ICT and is the first point of contact for customers.

Responsibilities:

• To receive, log and track enquiries and requests for service

• To resolve customer queries where possible.

• To disseminate information (via e-mail or web pages), in particular relating to major

• incidents and changes affecting ICT services

• To identify recurring incidents and escalate to the Service Desk Manager where

• appropriate

• To assist with training and knowledge development for other Service Centre Support

• Specialists where appropriate

• To provide the successful delivery of the ICT Service Desk support service to

Key Skills:

• Active Directory

• Microsoft Exchange

• Windows Server

• Up to date Windows Operating Systems

• Desktop Support experience