Salary: Competitive Day Rate
Job Type: Temporary
Job ID: 167465
Service Desk Analyst
Excellent Day Rate
NRG are working exclusively with a leading service provider to recruit a Service Desk Analyst on a contractual basis.
The successful candidate will be a crucial part of the team providing effective front-line IT support to a diverse range of customers via telephone, email and remote support applications.
Duties and Responsibilities
Provide technical support; answering support queries either onsite or via phone or email
Monitor systems for events and react to prevent service incidents or outages
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Log all calls on the call logging system and maintain full documentation.
Support users in the use of Computer equipment by providing necessary training and advice.
To allocate more complex service issues to the relevant IT Support Teams
To arrange for external technical support where problems cannot be resolved in house.
Previous experience of working within an IT service provider environment would be desirable
Good technical understanding of various aspects of IT
Basic understanding of ISO / BSI and ITIL frameworks
Basic understanding of working with Service Level Agreements
An experienced customer-focused approach with a good understanding of business objectives
Experience in generating strong and lasting relationships with customers
Working hours are Monday to Friday covering 7am to 7pm (7.5 hours shifts within the day)
This role may require occasional customer and Pulsant site visits
This role may require Monday to Sunday out of hours and on call working where necessary
This role may require working out of hours on an occasional basis
Full UK driving license is would be preferable but not essential