Helpdesk/ Service Desk Analyst

Our Public Sector client is seeking a Service Desk Analyst to join their team on a temporary, full time basis in Beccles, with the view to become permanent for the right candidate.

The Service Desk Analyst will be providing effective and positive, first line support through managing calls and handling the resulting incidents or service requests in line with objectives.

The ideal candidate will be target driven with the determination to provide excellent customer service. The ideal candidate will have previous experience in working within a team and supporting colleagues.

The role will include, but will not be restricted to;

Working within service levels and KPI`s and ensure that the reporting procedures are adhered to.

Overseeing the work of contractors to ensure they deliver effective services.

To provide a first line response service to customers experiencing incidents or difficulties with their IT facilities, resolving these directly where possible.

To provide assessment, categorisation and prioritisation for reported incidents and Service Requests and provide initial support, targeting first contact resolution.

Where resolution is not possible, ensure Incidents and Service Requests are properly escalated and assigned to the correct support groups.

Maintain close liaison with the customer to fully understand their incident, and keep them informed of the resolution process.

To compile data through incident entry that will be used for management information, library reference and reporting, updating incident / problem calls accordingly.

To maintain audit information of the installed asset base within the Service Desk system by utilising the capabilities of the remote monitoring software.
You will be required to have significant experience in a support role within a technical team. You will also have experience of providing customer service to a high standard. You will also be required to have the minimum of an intermediate working knowledge and computer proficiency of all Microsoft Office packages (e.g. word processing, spreadsheets, e-mail and internet use) and experience of working on a service desk.

The rate of pay will be £9.31 for the first 12 weeks, rising to £9.95 thereafter. Holiday entitlement and a pension scheme is available.

If you are the ideal candidate for this client, apply online today or contact our Public Sector team on 01733 310855 you can also apply by sending your CV