Do you have experience of providing customer service within a call centre or Information Technology environment? Do you have an interested in IT? Do you have knowledge of Microsoft Office? If so, then this could be the job for you!
Role:ICT Service Desk Analyst
Contract length: 6 Months
Main purpose of the role
Provide telephone and desk side support to the business, diagnosing and resolving customer calls while tracking and recording the incidents and requests raised using the Marval call logging system.
Main activities of the role
- Provide a single point of contact for all customers of ICT
- To undertake initial diagnosis of the incident, utilising the tools available and resolving as many as possible on initial contact in line with the agreed SLA's
- Responsible for reassigning tickets to 3rd line support teams where appropriate.
- Actively monitor ongoing incidents and escalate to Senior Service Desk Analyst where SLA may be breached.
- Install and configure desktop software.
- Administration of staff ICT accounts in accordance with Information and Security Policy.
- Contribute to creating Service Desk process maps and assist in keeping documentation up to date following all agreed processes and procedures
- Provide high quality technical or system expertise to our customers.
- Liaise and work with 3rd party suppliers
- Any other duties that are commensurate within the role and grade as maybe reasonably requested by management
- Demonstrate competent literacy and analytical skills
- Proven experience of providing customer service within a call centre or Information Technology environment.
- Demonstrate a sound working knowledge of Microsoft Office
- Proven experience in working within a Microsoft Windows software environment
- Demonstrate excellent verbal communication skills with the ability to communicate effectively with staff and officers at all levels
- Demonstrate an understanding of ITIL and Service Desk Institute Best Practice
- Ability to work outside of normal working hours on a regular basis as part of an ICT on call rota
Apply now! And a member of the team will be in touch to discuss next steps.
Randstad Business Support is acting as an Employment Business in relation to this vacancy....