Location - Hampton, PeterboroughPay - £14.16 per hour, after 3 months goes up to £15.44Contract - 3 months Hours - 7.5 hours a day, between 07:00 and 20:30 - 2 weekends a month, get the days back in the week.Required skills:- Plenty of Customer service experience - Previously worked in a Call Centre - Active Directory- Experience with Microsoft Word/Excel/PowerPoint/Outlook- Speaking/typing in English to a professional level.- Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible.- Educated to GCSE Level or equivalent in Maths and English- IT certificated desirable but not essential.- Desired but not essential skills in vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.Requirements: - Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.- Proactively keeping Customers informed on incident or request status and progress.- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.- Adhering to Incident management procedures.- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.- Keeping up to date with the current standard procedures.- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.- Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager- Escalate potential problem issues with Problem and Incident Management.- Contributing to team meetings.If you think you're suitable, apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Business in relation to this vacancy..
Back to search1st Line Service Desk Analyst
Global Technology Solutions Ltd
Posted 6 days ago, valid for a month
Peterborough, Cambridgeshire PE7 3HH, England
£14.16 per hour
Full Time
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Sonic Summary
- Location - Hampton, Peterborough
- Pay - £14.16 per hour, after 3 months goes up to £15.44
- Contract - 3 months
- Hours - 7.5 hours a day, between 07:00 and 20:30 - 2 weekends a month, get the days back in the week
- Required skills:
- Plenty of Customer service experience
- Previously worked in a Call Centre
- Experience with Microsoft Word/Excel/PowerPoint/Outlook
- Speaking/typing in English to a professional level
- Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible
- Requirements:
- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements
- Proactively keeping Customers informed on incident or request status and progress
- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group
- Adhering to Incident management procedures
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary
