IT Service Desk Analyst

Job description

·  Location
Wolverhampton, West Midlands
·  Salary
£9.30/Hour
·  Category
Office and Secretarial - Data Entry
·  Job type
Contractor
·  Industry
Office and Secretarial
·  External Reference
JN-032020-124507

EXCITING NEW VACANCY AVAILABLE!

IT Service Desk Analyst - First Line Support

Based in Wolverhampton.

Full time, £9.30 per hour.

Temporary ongoing post with potential for permanent employment for the right candidate.

Do you have confidence in using Microsoft programmes and have a desire to help?

Are you passionate in offering exceptional customer service and have excellent problem-solving abilities? If you have an administration, customer support or call centre background, we are looking for you!

What is the role?

·  Acting as the first point of contact to both internal and external customers.

·  Managing incoming telephone calls/queries to client SLA standards.

·  Managing outgoing telephone calls/queries where

·  Managing customer e-mails to both SLA and Quality standards.

·  Logging incoming calls and emails into ticketing tool.

·  Provide initial assessment of all incidents/requests, attempt to resolve or refer to other support areas.

·  Maintain high level of first time fix rate to achieve Service Desk Key Performance Indicators.

·  Maintain detailed and accurate records of actions taken to support the incidents resolution.

·  Maintain clear communication lines in line with company guidelines.

·  Identify major incidents and escalate where required.

·  Monitor all outstanding tickets.

What skills do you need?

·  Solid and clear experience in providing 1st Line Support?

·  Basic PC/literacy skills - confident use of MS Word, Excel and Outlook to a basic standard. Ability to create new letters, use spread sheets to capture and store data in a clear and logical manner.

·  Ability to communicate with people at all levels (from end user to client).

·  Ability to take ownership of incidents.

·  Willingness to provide flexibility with shift rota patterns, as required by the business.

·  Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution.

·  You will be required to undergo and successfully gain a BPSS security clearance in order to

undertake this position.

The successful candidate will be provided with the required training on bespoke systems used to support the service.

The service desk is covered 24 hours per day, 7 days a week (closed on Christmas Day).

You will be provided with a rota in advance of your shift, which will be of a varying hours and pattern. Shifts will have two off shift days in the week - which may not be consecutive.

Some flexibility around exact scheduling pattern is required to ensure service levels are maintained and hours are allocated fairly.

Interviews for the above position will be held as soon as possible.

If this sounds of interest, please apply directly to the advert.

(Please be aware Adecco have the right to close this application at any time)

Adecco are an equal opportunities employer and employment agency.

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