Service Desk Analyst
3 months - extensions
Milton Keynes - x5 days on-site
£178.12 per day inside IR35 - Umbrella only
PRIMARY PURPOSE OF THE JOB
The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by our clients Services Strategy to all in the retail network, with associated high levels of service and satisfaction.
The Service Desk Analyst's responsibilities include incident and service request logging, providing technical first time fix solutions and escalating service request and incidents to second level Support areas where necessary.
MAIN RESPONSIBILITIES
1. Responsible for a technical 'first time fix' where possible, working towards defined targets and KPIs.
2. Responsible for ensuring internal and external calls are answered effectively and efficiently and within the required SLA.
3. Responsible for assigning the correct impact and urgency of incidents and requests.
4. Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction.
5. Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers.
6. Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the Servic...