Overview
Job Title: IT Service Desk Analyst /1st & 2nd Line Support (System Migration)
Location: Worthing, Sussex
Day rate: £170 per day, payable to Ltd Company (Outside IR35) or Umbrella
Duration: 2 months initially
Pay frequency: Weekly
Start date: ASAP
Standard hours: Mon-Fri, 8 hours per day - 8am-4pm / 9am-5pm / 10am-6pm
Company: We are assisting a dynamic company who are searching for several IT Service Desk Analysts who are comfortable providing technical support to a large userbase within a corporate environment. This Service Desk Analyst role will best suit professionals who possess system migration support or application support experience and ideally have operated in a 1st and/or 2nd line support capacity in a project environment.
Main Duties
* Liaise with users via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line technical issues
* Provide IT Service Desk Analyst / 1st & 2nd Line Support and triage tickets to senior support & 3rd line support teams
* Software support for laptops and desktops
* Complete online and email ticket requests with a high level of diligence
* Respond to user requests and assist and teach users where appropriate
* Perform troubleshooting and fault diagnostics
* Provide excellent customer service at all times and offering empathy and patience to the users
* Take accountability and ownership for all assigned tickets
* Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes
Key Skills & Competencies
* Previous experience operating as an IT Service Desk Analyst / 1st or 2nd Line Support / Technical Support role
* Experience of supporting projects, ideally migrations and/or applications
* Experience of using an ITSM tool
* Competent at identifying and fixing desktop hardware & software issues
* Basic networking and general fault diagnosis
* Customer service experience and strong communication skills
* Ability to explain step by step instructions on a call and hand hold users with great customer service and empathy to the situation
* A team player who is self-motivated, enthusiastic, and keen to learn
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