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Service Desk Analyst

Employer
Permanent Futures Ltd
Location
Birmingham, West Midlands
Salary
Contract Day rate
Closing date
16 Jun 2023
Phone number
07502XXXXXX

We're working with a Policing end client, to find Service Desk Analyst for a 12 month initial contract, in Birmingham with potential for contract extensions and great opportunities for further development within the organisation.

  • Provide primary interface with customers via telephone, email, face-to-face and video conferencing.
  • Logging of all Incidents, Service Requests, Problems, Changes and Knowledge in ITSM tool to ensure that issues are appropriately identified and tracked through to resolution.
  • Analyse issues using 1st line knowledge, processes and procedures.
  • Priorities issues based on ITIL best practice (Impact / Urgency) and determine if a 1st Line fix is achievable before escalating to 2nd Line Support or Third Parties.
  • Provide a high level of customer service at all times.
  • Take ownership and responsibility of daily checks / tasks, ensuring that they are accounted for and completed to a high standard.
  • Provide Service Announcements that are factual and timely as appropriate.

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