IT Service Desk Analyst
* 1st line support
* Liverpool/Remote.
* £120 per day PAYE
* 3 Month rolling contract
* O365
* ServiceNow
Leading professional services company is actively recruiting for an experienced 1st Line support Analyst/Service Desk Analyst to join a dynamic and friendly team. Joining a team of 18, the IT Service Desk Analyst/1st Line support Analyst will be:
* Providing customer centred support to provide call handling (20 calls per day, 16 resolved min), ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements
* Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites
* Ensure regular ticket updates to manage customer expectations
* Ensure timely call resolution with agreement from the client
* Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating
* Ensure that when troubleshooting, you consult documentation, knowledge and appropriate websites
* Provide first point of contact for any escalation for users throughout the business provide first point of contact for any internal queries from Service Desk Analysts
* Report to Service Desk Management on Team Performance
* Workflow Co-ordination and Triage to agreed KPI's.
Technical skills for the position of IT Service Desk Analyst/ 1st Line support Analyst
* Proven experience of working with Tier 1 Microsoft applications (O365)
* Proven Experience of Incident Management Systems (ServiceNow)
* First Line level IT support experience preferably within a remote support position
* Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment including but not limited to: Active Directory, O365 application suite, Windows 10, SCCM, Azure, SharePoint, Mimecast, Cloud Computing, Sophos
* Availability to cover multiple early and late shift throughout the week as per the needs of the business. (These will be 8-4:15pm, 8:45-5pm and 9:45 - 6pm on a rotational basis). The expectation will be to come into the office one day a week but once every 8 weeks you will be required to be in the office for the whole week to provide support