Job Description
Service Desk Analyst (Tier 1) | Birmingham, fully-onsite | £255 a day inside IR35 | DV Clear
Pigment are a Change & Transformation Consultancy that deliver critical and complex programs across the public sector. We are currently seeking Tier 1 IT Support Consultants to join our team, to help support our client's network of services across the UK. Our team will work as part of the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference.
Our consultants will be required to do the following:
1. Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis
2. Logging of all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate
3. Handle enquiries, complaints and escalations from customers and other stakeholders
4. Able to analyse complex issues and follow established processes and procedures
5. Assign priorities based on ITIL best practice (Impact / Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third parties
6. Communicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learnt
7. Take ownership and responsibili...