Life on the team
An opportunity has arisen for a First Line analysts to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top-class service as a first point of contact for anyone with IT related issues. The primary duties will include receiving and accurately logging incidents, then providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs. Although this is a First Line Analyst role, there will be 2nd line aspects required.
Based on the customer site in Stevenage you will be working in a small team working shifts will be 7am-7pm. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages; we welcome applications from people beginning their IT career and also more experience service desk professionals.
What youll do
1. Capture customer details and the issue description into a call management application, then provide additional information about possible next steps to the caller
2. Resolve incidents remotely where possible and update colleagues on any un-documented fixes