Skills

ServiceNow Windows Azure Windows 10 Active Directory

Job Specifications

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.

About the Company

Recruitment consultants specialised in sourcing top-tier IT, Digital and Change Professionals across the UK. We pride ourselves on matching incredibly talented professionals with forward thinking businesses. Whether we’re advancing technology careers or expanding digital teams, we strive to ensure every person we work with has an exceptional level of service partnering with TalentTrade. Drawing upon more than twenty years of experience, we’ve assisted businesses at every stage, from startup to enterprise, building talented, ... Know more