Service Desk Analyst

1st Line Support – Sandy- 3 month Contract- £17 per hour

Our client are a large private sector organisation who are looking for a Service Desk Analyst to provide a single point of contact for all IT related issues and requests.

Job duties will include;

* To ensure an efficient and professional service is provided to meet the customer demands within the agreed service levels and business priorities. To coordinate appropriate responses including: resolving issues and change requests at first point of contact (telephone/email/face-to-face), channelling requests when required for help to appropriate resolver groups for resolution, monitoring progress, and keeping users informed of progress.
* Accountable for a high standard of customer service in-line with performance targets defined for the IT Service Desk.
* Accountable for a high standard of customer service in-line with performance targets defined for the IT Service Desk.
* To receive and accurately log IT Service issues and requests from users, ensuring all are responded in a timely manner within agreed procedures and service level targets.
* To act as single point of contact for IT Service issues and requests, liaising with resolving support teams and third party suppliers.
* To follow agreed procedures and processes to respond to issues and requests for assistance, by using appropriate tools and IT technical knowledge to help resolve the user’s problem, in accordance with agreed targets and performance.

Experience

* Demonstrate experience in providing excellent customer service
* Supporting and using Windows desktop operating systems
* Administration of Microsoft Active Directory
* Supporting and using Microsoft desktop applications such as Office and Outlook etc.
* Knowledge of desktop hardware, components and peripherals
* Know