1st Line Analyst Service Desk - Adecco UK Limited - Peterborough - Wizbii

1st Line Analyst Service Desk

  • By Adecco UK Limited
  • Peterborough (United Kingdom)
  • Reception / Administration
2018-09-04T00:33:53+0000

Job description

  Location
Peterborough, Cambridgeshire
·  Salary
£ 18000 - £ 22000 / Year
·  Category
IT - Helpdesk, Technical Support
·  Job type
Permanent
·  Industry
IT and Telecoms
·  External Reference
JN-082018-23760

Job Title

1 st Line Analyst - Service Desk

Department

Service Desk

Responsible For

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Responsible To

Service Operations Team Leader

Main Purpose of Job

·  1 st Line Support of Wintel / Retail and Hardware related incidents.

·  Accurately log incidents and ensure all relevant data is captured whilst logging the incident.

·  Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

·  Proactively keeping Customers informed on incident or request status and progress.

·  Escalate incidents where a first-time fix is not possible to either 2 nd line support or the relevant resolver group.

·  Adhering to Incident management procedures.

·  Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

·  Resolve >60% of incidents logged as a First Time Fix

·  Keeping up to date with the current standard procedures.

·  Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

·  Provide a point of technical escalation and expertise.

·  Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager

·  Escalate potential problem issues with Problem and Incident Management.

·  Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

·  Contributing to team meetings.

Knowledge & Experience

·  Educated to GCSE level or equivalent in Maths and English.

·  Good knowledge of IT platforms, equipment and applications.

·  Proven Customer service skills

·  Up to 6 months' experience as an analyst within a similar environment

·  Industry recognised qualifications in relevant area is desirable (i.e. MCP)

·  Up to 6 months remote support experience of

·  Windows Operating Systems (Essential)

·  Citrix (Desirable)

·  Cisco Telephony Systems (Desirable)

·  Hardware troubleshooting of both desktop and server hardware. (Desirable)

·  Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc (Desirable)

·  Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)

·  Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable

·  Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable.

Personal Attributes

·  Positive, enthusiastic and supportive individual.

·  Effective communication skills.

·  Ability to take ownership of and progress incidents to resolution.

·  Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.

·  Ability to work under pressure and apply existing knowledge to unknown areas.

·  Ability to work in a team and to support team members.

·  Structured troubleshooting skills and inquisitive nature.

·  Passionate, professional, with a 'can-do' attitude at all times

·  Proactive thinking

·  Problem management and Problem solving

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

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About Adecco UK Limited

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