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Service Desk Analyst

Employer
LA International
Location
Peterborough
Salary
£13 - £20 per hour
Closing date
18 Mar 2019

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Clearance Level
None / Undisclosed
Sector
Information Technology
Job Type
Contract
My client in Peterborough is looking for an Out of Hours Service Desk Analyst for an initial 6 month contract with the potential to extend.

The shift pattern is 8pm - 8am ( 4 nights on and 4 nights off )

This is a unique opportunity as we are offering to sponsor candidates through an SC clearance for this role.

Responsible For:
Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Main purpose:
*1st Line Support of Wintel / Retail and Hardware related incidents.
*Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
*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.
*Resolve >60% of incidents logged as a First Time Fix
*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.
*Provide a point of technical escalation and expertise.
*Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager
*Escalate potential problem issues with Problem and Incident Management.
*Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.
*Contributing to team meetings.


LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.

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