Service Desk Support Analyst
About the job
Service Desk Support Analyst – Worcester – 2 Month Contract – £13-14 per hour (Inside IR35) – start date ASAP.
We currently have an exciting opportunity for a Senior Service desk support analyst to ask as a service desk and technical lead for the Service Desk Team. Also on occasions cover the service desk team leader to ensure that a high rate of first time fixes are achieved.
Your duties and responsibilities will include;
* Participate in the provision of technical support to ICT Service Desk analysts, and users from multiple locations, resolving incidents, getting involved in escalations, and if needed, directing calls to relevant teams / third parties.
* Supervise service desk activities, monitoring and prioritising incidents and service requests, ensuring that they are dealt with in a timely manner and in accordance with SLAs/service targets.
* Monitor the quality of information logged in calls and the questioning undertaken to gather the information.
To be suitable for this opportunity; the following qualifications or experience is required:
* Significant experience of ICT technical skills across a range of hardware, operating systems, applications and networking including Windows 7/10, MS Office 2010/2016/ 365.
* Considerable experience of experience with Microsoft operating systems, Active Directory and Exchange.
* Considerable experience in a senior role working in a Helpdesk/Service Desk or similar service and using associated systems to provide 1st and 2nd line technical support.
* Demonstrable supervisory experience in a Helpdesk/Service Desk or similar service.
* Excellent organisational and delegation skills with ability to use own initiative and to work effectively as part of a team.
* Excellent customer service skills.
* ITIL v3 Foundation or above or compensatory equivalent experience.
35 Hours per week.
Additional checks will be required on application.
Apply now!
strgroup is acting as an Employment Business in relation to this vacancy.
