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Service Desk Analyst

Location: Newcastle

Salary: £9.89 ph

Job Type: Temporary

Job ID: 166114

Start Date - ASAP

Duration - 3 Month Temporary Contract

Monday - Friday between 8am - 5pm

To provide first line technical support and exceptional customer service assisting them with PC, Server, networking and hardware problems via phone and email.

Duties and Responsibilities

  • Manage incidents and service requests

  • Log all relevant incidents, service request and other call details

  • Provide first line investigation and diagnosis for all service desk calls.

  • Resolve incidents and service requests during the first point of contact whenever possible.

  • Escalate incidents and service requests that cannot be resolved according to defined escalation procedures and within agreed timescales.

  • Proactively keep users informed of progress of logged incidents and service requests.

  • Close all resolved incidents, service requests and other calls according to defined service management processes, policies and procedures.

Key Skills –

  • Knowledge of Microsoft based operating systems with emphasis on Windows XP / Vista / Windows 7 and MS Server 2003 / 2008.

  • Knowledge of Active Directory.

  • Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills.

  • Excellent telephone manner.

  • IT Support/Helpdesk experience (1st Line Support)

  • Expert knowledge of PC operating systems and software

  • Experience of call logging systems

  • Excellent telephone manner and customer service skills

  • Must have Active Directory experience and remote support

This role would suit an ambitious IT technician who has a good blend of hardware and software experience along with exceptional customer service skills.

This is an initial 3 month temporary contract role.