Role/Job title: Service Desk Associate
Work Location: Crawley, UK
Role type: InsideIR35 Contract
Mode of working: Office Based 5 days/week
Duration of assignment: 6 months
Any other working conditions:
Travel/on call/shifts
24X7 shift (Any 8 hours)
Candidate to have excellent communication (English speaking) skills.
Candidates should be willing to work in a 24*7 environment with rotational shifts and rotational day offs.
The Role
The role requires Handling service desk requests – Answering calls, emails, and ticket submissions. Resetting passwords – Helping employees regain access to systems. Basic troubleshooting – Fixing minor software issues and hardware glitches. Configuration challenges – Assisting with simple setup problems.
Your responsibilities:
* Respond to user inquiries via phone, email, chat, or ticketing systems.
* Act as the initial point of contact for IT issues, logging and tracking incidents.
* Diagnose and resolve common IT problems, escalating complex issues to higher levels.
* Possess a solid understanding of IT infrastructure
* Be proficient in using IT service management (ITSM) tools and ticketing systems.
* Accurately document all incidents, solutions, and actions taken.
* Identify trends and patterns in user issues to proactively address potential problems.
* Contribute to the development and maintenance of knowledge base articles.
Essential skills/knowledge/experience:
* Good Communication skills both Verbal and Written
* Technical Proficiency L1.5
* Positive attitude towards work
* Multitasking skills
* Effective Listening skills
* Problem solving and analytical skills