SERVICE DESK ANALYST
£14 PER HOUR
ASAP START DATE
Project Detail: To diagnose and resolve technical incidents/requests at first level in a customer service-oriented team environment and co-ordinate IT support by second level teams to ensure agreed service levels are met across the business.
Detailed services to be provided (specifically, the deliverables and, if appropriate, specification):
*Provide a customer and business focused single point of contact to end users reporting IT related incidents or requests
*Provide a service in line with the team's rota and ensure the phone service is covered between 8am and 5 pm
*Diagnose and resolve technical incidents and requests at first level to minimise the impact of incidents or requests. and co-ordinate IT support by 2nd level teams
*Obtain both technical information and business impact from customers to enable support teams to resolve incidents or fulfil requests effectively. Recognise and react appropriately to an incident which is of a high severity
*Identify service and process improvements to enhance the customer experience of IT support function
*Experience on a Service Desk providing First and Second level fixes, as opposed to just raising Support calls.
*Strong customer focus with an ability to identify and implement service and process improvements to provide even greater customer satisfaction.
*Good Microsoft Office skills (Outlook, Word Excel)
*Good investigative and problem-solving skills
*Organisational skills and an ability to prioritise tasks and deliver to deadlines
*Very good communication skills both written and oral
*Good knowledge of Windows 10
*Good Knowledge of Active Directory & Exchange
LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.