IT Service Desk Analyst required for a 12 month FTC – remote working initially, based in Worthing – up to £24.7k
Working for a leading Utilities organisation, you will form part of a newly introduced Service Desk function, which will become the single point of contact for end users requiring IT Support and Services.
The Service Desk analyst will be responsible for:
Dealing with telephone calls and emails from end users for IT support and service requests
Performing 1st level triage and support in the resolution of end users issues
Using problem solving skills to facilitate and increase the number of ‘first time fixes’
Taking ownership of end users issues all the way through to resolution
Logging, prioritising, categorising and updating incident, problem and request tickets
Troubleshooting issues over the phone and with the use of remote desktop access tools
Dealing with end user’s issues and providing updates on the progress of their resolution
Ticket reassignment to 2nd and 3rd level resolver and fulfilment teams when necessary
Creating and updating knowledge articles and standard operating procedures
Confirming with end users on closure of their tickets and performing escalations when necessary
For this role you need to have worked in a remote IT Support capacity performing 1st line support (Hardware and Software)
Ideally you will have some previous experience of working with a CRM/Ticketing system such as Service Now. You need technical experience of MS Office, Active Directory (AD) and ideally some VMWare or Citrix knowledge.
These positions are to start ASAP and will offer a salary between £20,000 to £24,700 for the 12 month fixed term contract
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