Service Desk Analyst
Newcastle

  • Salary: £18,000 - £22,000
  • Job ID: 164995
  • Category: IT

Our client is a Global Enterprise and due to growth and expansion they are looking to recruit 1 Service Desk Analyst.

 

You will be responsible for the following:

  • Using the incident management system log issues accurately, deal with issue escalations and progress issues to closure.

  • Dealing with telephone support calls, presenting a professional image of the client to the customer and dealing with the call through the incident management system.

  • Dealing with customer emails presenting a professional response to the customer and dealing with the email through the incident management system.

  • Utilising the clients monitoring and alerting tools deal with issues raised through the incident management system

  • Pro-actively monitor live issues and bring them to closure within the agreed SLA’s, updating the status in the incident management system.

  • Undertake analysis of issues and provide remediation to resolve the issue, documenting the activities into the incident management system.

  • Co-ordinating their activities with the other Service Desk Personnel

  • Identifying and resoling issues where data accuracy within Nomad systems is identified.

  • Undertaking report generation and data retrieval activities

  • Work will be undertaken on a shift pattern based system and will require both day and night shift working.

Candidates will have the following:

  • Graduate with a Business and IT background

  • Working knowledge of Microsoft products including Excel and Powerpoint

  • Interest in supporting networking and IT equipment.

 

Salary: £18,000 - £22,000 + excellent benefits.

Hours: 4 x 12 hours shifts mon,tues, sat, sun then 3 x 12 hour shifts weds, thurs, fri. on a two week rotation.